Customer Support Lead

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.

The 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 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.