Customer Success Lead at Emergent Labs

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

10 May, 26

Salary

0.0

Posted On

09 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Team Leadership, Technical Support, Process Improvement, Data Analysis, Problem Solving, SaaS, AI, Automation, Technical Coaching, Backend Technologies, Frontend Technologies, Python, SQL, React.js, MongoDB

Industry

technology;Information and Internet

Description

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. 🚀

Responsibilities

Lead and empower a high-performing team of support professionals while building scalable support processes. Collaborate closely with engineering and product teams to enhance product stability and customer satisfaction.