Customer Experience Manager

Role overview

Customer Experience Manager at Kapture

At Kapture CX, we are looking for a Customer Experience Manager in our Customer experience team.

What does success look like in this role?

Responsibilities

• You will own technical support and escalations, diagnosing issues using logs, Kafka, Grafana, Sentry, and collaborating closely with engineering and product teams to drive fast resolutions.
• You will proactively identify optimization opportunities, conduct platform health checks, and recommend technical strategies to help clients maximize ROI.
• You will document issues, resolutions, and RCAs while sharing feedback and insights to influence product improvements and best practices.

Required qualifications

• You have strong hands-on experience with API integrations and system troubleshooting.
• You are comfortable working directly with enterprise clients and managing multiple priorities.
• You can collaborate effectively with engineering, product, sales, and support teams.
• You enjoy solving complex technical problems in fast-paced environments.
• What are the most critical skills for this role?
• You can debug issues by inspecting logs, tracing errors, and identifying root causes quickly.
• You are proficient with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar).
• You communicate technical concepts clearly to both technical and non-technical stakeholders.
• You take ownership and think proactively about client success and platform optimization.
• You are comfortable working with SQL/NoSQL databases and understanding data flows.
• You have exposure to chatbot technologies or AI-driven automation platforms.
• You enjoy creating clear documentation, troubleshooting guides, and RCAs.
• Why should you be interested?
• Here’s what you will gain from this role: An opportunity to work at the intersection of technology, clients, and business impact.
• Hands-on exposure to large-scale CX automation and AI-powered platforms.
• Collaboration with highly skilled product, engineering, and customer success teams.
• Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.

Preferred qualifications and skills

• You will have an advantage if you: You have prior experience working with CRM platforms like Salesforce or HubSpot.

Employment details

• Location: Delhi [India]

About the employer

• Kapture CX is building the agentic platform for CX.
• Founded in Bengaluru in 2014, Kapture has grown to over 400 people and works with more than 1,000 enterprises across 18 countries, including Unilever, Reliance, Tata, Coca-Cola, Bigbasket, Meesho, Lenskart and Airtel Payments Bank.
• You ensure customers successfully onboard, integrate, and scale on Kapture’s platform while proactively solving complex technical challenges and driving long-term value.
• You consistently deliver smooth client experiences, resolve issues before they escalate, and help customers fully leverage Kapture’s platform to achieve measurable business impact.

Additional role details

• Our AI agents complete customer service, sales, collections and claims work for large enterprises.
• When a case needs judgement, they hand it to a person with the full context attached.
• If you've tracked an order, disputed a charge or followed up on a claim in India, there's a good chance Kapture was working behind the scenes.
• We're headquartered in Bengaluru, with offices in Mumbai, Delhi NCR, the USA and the UAE.
• We're hiring people who want to build AI that millions of customers rely on every day.
• What is this role all about?
• As a Customer Experience Manager , you become the trusted technical advisor for our clients.
• Sounds interesting?
• Here’s a more detailed description of what you will do in this role: You will lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption.
• You will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.
• This is a Delhi-based role .
• We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.
• What would make you a good fit for this role?
• Here are the basic