Customer Support Lead
5 days ago
Customer Support Lead
Location:
Bengaluru On-site/Hybrid
Team:
Customer Support
Company:
Emergent – The world's first agentic vibe-coding platform
About Emergent
Emergent is reimagining how software gets built. Our vision is to democratize development, enabling anyone with an idea to become a creator and making software accessible to 1 billion people worldwide.
Our autonomous coding agents turn plain-language ideas into fully functional applications that are tested, version-controlled, and deployable in minutes. What once took weeks now happens with a single click.
Emergent is a vibe coding platform with 1.5M users in 180+ countries and $15M ARR in just 90 days. We're one of the fastest-growing AI startups globally today.
T
h
e Role
As the Customer Support Lead, you'll play a pivotal role in ensuring our users receive world-class support, both technical and non-technical. You'll lead a dynamic team of 30+ support engineers and specialists, driving excellence in service delivery, process optimization, and team performance.
This role is ideal for someone who thrives at the intersection of technology, leadership, and process innovation, a person who loves solving complex problems, guiding teams, and building scalable systems that make human effort smarter, not harder.
What You'll Do
- Lead and empo
wer a high-performing team of support professionals handling both technical and non-technical tickets - Build scalable support proces
ses that improve throughput and reduce manual intervention — includi
ng automation of repetitive workfl
ows through scripting. - Monitor and impr
ove SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements. - Collaborate closely with engineering and product te
ams to identify recurring issues, implement preventive fixes, and enhance product stability. - Mentor and upsk
ill your team through technical coaching, process reviews, and hands-on problem-solving. - Continuously optimize operational efficie
ncy — leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively. - Own the support strat
egy from tooling and metrics to workflows and knowledge base development.
What We're Looking For
- 8+ years of experi
ence, includ
ing 3+ years of team leadership or people management - Good understanding
of backend and frontend technolo
gies (Python, SQL, , Mongo DB) - Proven experience
in SaaS or AI-driven prod
ucts with a passion for solving user-facing challenges in fast-paced environments. - Demonstrated ability
to analyze data, identify patt
erns, and implement long-term, scalable solutions. - Exceptio
nal problem-solving, debugging, and process-de
sign skills. - A hands-on le
ader 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 technol
ogies while tackling novel analytical and operational challenges. - Shape the future of customer exper
ience for AI products — designing scalable, human + automation hybrid support systems. - Drive continuous improv
ement in both people and processes, making support a key differentiator for Emergent. - Collaborate cross-functio
nally with some of the brightest minds in AI and engineering.
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