Escalation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 55 minutes agoStatus: Live

Job Summary

Own and manage Emergent’s highest-priority enterprise and executive escalations, including billing disputes, product incidents, and AI behavior concerns. Coordinate cross-functionally across Customer Success, Engineering, Product, Security, Legal, and Finance to drive timely, consistent resolutions. Lead Root Cause Analyses and develop escalation playbooks, investigation frameworks, SLAs, and communication templates to turn recurring issues into scalable improvements that protect customer trust and company reputation.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own and manage high-priority customer and executive escalations across multiple channels, including support tickets, enterprise accounts, and social media.
•Lead cross-functional resolution efforts across Engineering, Product, Customer Success, Security, Finance, and Legal teams.
•Handle complex disputes involving billing, refunds, platform reliability, AI-generated outputs, and customer compensation.
•Conduct Root Cause Analyses (RCAs) to uncover systemic issues and partner with internal teams to implement permanent fixes.
•Build and standardize escalation playbooks, investigation frameworks, SLAs, and communication templates.

Key Requirements

•7–12 years of experience in customer escalations, customer advocacy, trust & safety, customer success, operations, or risk management.
•Proven experience managing complex, high-risk customer disputes while balancing customer satisfaction with business objectives.
•Strong expertise in Root Cause Analysis (RCA), incident management, and cross-functional stakeholder coordination.
•Excellent written and verbal communication skills for engaging customers and senior leadership during high-pressure situations.
•Experience turning recurring operational issues into scalable process improvements.

Experience:7-12 yearsSaaSAIEnterprise softwareFintech

Skills:CommunicationStakeholder coordinationIncident managementRoot cause analysisProcess improvement

Languages:English

Company Brief

Emergent

Provides a platform for orchestrating autonomous AI agents and workflows, enabling teams to build, deploy, monitor, and scale agent-driven applications and automations across business processes.

Industry: AI & Machine Learning

Growth: Early Stage Startup

Website

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Emergent

1 day ago

Escalation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 55 minutes agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own and manage high-priority customer and executive escalations across multiple channels, including support tickets, enterprise accounts, and social media.
•Lead cross-functional resolution efforts across Engineering, Product, Customer Success, Security, Finance, and Legal teams.
•Handle complex disputes involving billing, refunds, platform reliability, AI-generated outputs, and customer compensation.
•Conduct Root Cause Analyses (RCAs) to uncover systemic issues and partner with internal teams to implement permanent fixes.
•Build and standardize escalation playbooks, investigation frameworks, SLAs, and communication templates.

Key Requirements

•7–12 years of experience in customer escalations, customer advocacy, trust & safety, customer success, operations, or risk management.
•Proven experience managing complex, high-risk customer disputes while balancing customer satisfaction with business objectives.
•Strong expertise in Root Cause Analysis (RCA), incident management, and cross-functional stakeholder coordination.
•Excellent written and verbal communication skills for engaging customers and senior leadership during high-pressure situations.
•Experience turning recurring operational issues into scalable process improvements.

Experience:7-12 yearsSaaSAIEnterprise softwareFintech

Skills:CommunicationStakeholder coordinationIncident managementRoot cause analysisProcess improvement

Languages:English

Company Brief

Emergent

Provides a platform for orchestrating autonomous AI agents and workflows, enabling teams to build, deploy, monitor, and scale agent-driven applications and automations across business processes.

Industry: AI & Machine Learning

Growth: Early Stage Startup

Website