Customer Support Lead at Emergence AI · New York, NY · Joined
EA
Customer Support Lead
Emergence AI · New York, NY · Just now · 0 applicants
NewOn-siteFull-timeLead
Pay
Pay not listed
Workplace
On-site
Job type
Full-time
Level
Lead
Team: Customer Support · Source: jobright · Posted by joined-scrapper
About the role
Emergence AI is hiring its first Customer Support Lead to build and operate an AI-first support function for its Craft AI agent platform. The role owns support SLAs, develops AI-assisted tools and self-service automation, and coordinates escalations with engineering teams.
What you’ll do
Build and operate the AI-first customer support function
Handle customer issues for the Craft AI agent platform
Own and define support SLAs
Develop AI-assisted tools and self-service automation
Coordinate escalations with engineering teams
What you’ll need
4+ years in technical support, support engineering, SRE, or customer-facing engineering for B2B software
Script and automate using Python or similar
Experience building tooling with LLMs, AI agents, or Agentic AI
Diagnose issues across web applications, APIs, data pipelines, and cloud infrastructure
Experience with ticketing and observability tools and defining SLAs
Clear, calm communicator in English with technical customers
Original job description
Emergence AI is hiring its first Customer Support Lead to build and operate an AI-first support function for its Craft AI agent platform. The role handles customer issues, owns support SLAs, and develops AI-assisted tools and self-service automation while coordinating escalations with engineering teams.4+ years in technical support, support engineering,…