Customer Support Lead

5 days ago


Bengaluru, Karnataka, India Emergent Full time ₹ 2,00,00,000 - ₹ 2,50,00,000 per year

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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