Customer Success Lead

Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.

Since public launch, Emergent has reached  $50M ARR in 7 months.  5M+ users across 190+ countries  have built  6M+ applications  on Emergent. We’ve raised  $100M , backed by  Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.

We’re solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.

We’re hiring builders who want ownership, speed, and impact at global scale.

What You’ll Do

• Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets.
• Build scalable support processes that improve throughput and reduce manual intervention — including automation of repetitive workflows through scripting.
• Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements.
• Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability.
• Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving.
• Continuously optimize operational efficiency — leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively.
• Own the support strategy   from tooling and metrics to workflows and knowledge base development.

What We’re Looking For

• 8+ years of experience , including 3+ years of team leadership or people management.
• Good understanding of  backend and frontend technologies (Python, SQL, React.js, MongoDB).
• Proven experience in  SaaS or AI-driven products   with a passion for solving user-facing challenges in fast-paced environments.
• Demonstrated ability to  analyze data, identify patterns , and implement long-term, scalable solutions.
• Exceptional  problem-solving, debugging, and process-design skills.
• A  hands-on leader who’s comfortable jumping into technical issues when needed and guiding the team toward excellence.

You’ll Have the Opportunity To

• Work with cutting-edge AI technologies while tackling novel analytical and operational challenges.
• Shape the future of customer experience for AI products — designing scalable, human + automation hybrid support systems.
• Drive continuous improvement in both people and processes, making support a key differentiator for Emergent.
• Collaborate cross-functionally with some of the brightest minds in AI and engineering.

Why Join Us

• Work on one of the fastest-growing AI platforms
• High ownership and visibility role
• Competitive compensation and equity

Let’s build the future of software together. 🚀