{"id":2786234,"url":"https://alion.io/job/kapture-cx-customer-experience-manager-2","title":"Customer Experience Manager","company":{"id":59417,"name":"Kapture CX","domain":"kapture.cx","url":"https://alion.io/company/kapture-cx","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Delhi, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Apache Kafka","optional":false},{"name":"Grafana","optional":false},{"name":"HubSpot","optional":false},{"name":"Postman","optional":false},{"name":"Salesforce","optional":false},{"name":"Sentry","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-23T06:40:46Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-18T04:37:46Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"At Kapture CX, we are looking for a Customer Experience Manager in our Customer experienceteam.\nKapture CX is building the agentic platform for CX. 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.\nFounded 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. We're headquartered in Bengaluru, with offices in Mumbai, Delhi NCR, the USA and the UAE.\nWe're hiring people who want to build AI that millions of customers rely on every day.\nWhat is this role all about?\nAs a Customer Experience Manager, you become the trusted technical advisor for our clients. You ensure customers successfully onboard, integrate, and scale on Kapture’s platform while proactively solving complex technical challenges and driving long-term value.\nSounds interesting?\nHere’s a more detailed description of what you will do in this role:\nYou will lead client onboarding and integrations, working hands-on with APIs, JSON payloads, and tools like Postman and cURL to ensure seamless adoption.\nYou 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.\nYou will build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.\nYou will proactively identify optimization opportunities, conduct platform health checks, and recommend technical strategies to help clients maximize ROI.\nYou will document issues, resolutions, and RCAs while sharing feedback and insights to influence product improvements and best practices.\nThis is a Delhi-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.\nWhat does success look like in this role?\nYou consistently deliver smooth client experiences, resolve issues before they escalate, and help customers fully leverage Kapture’s platform to achieve measurable business impact.\nWhat would make you a good fit for this role?\nHere are the basic requirements:\nYou have strong hands-on experience with API integrations and system troubleshooting.\nYou are comfortable working directly with enterprise clients and managing multiple priorities.\nYou can collaborate effectively with engineering, product, sales, and support teams.\nYou enjoy solving complex technical problems in fast-paced environments.\nWhat are the most critical skills for this role?\nYou can debug issues by inspecting logs, tracing errors, and identifying root causes quickly.\nYou are proficient with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar).\nYou communicate technical concepts clearly to both technical and non-technical stakeholders.\nYou take ownership and think proactively about client success and platform optimization.\nYou will have an advantage if you:\nYou have prior experience working with CRM platforms like Salesforce or HubSpot.\nYou are comfortable working with SQL/NoSQL databases and understanding data flows.\nYou have exposure to chatbot technologies or AI-driven automation platforms.\nYou enjoy creating clear documentation, troubleshooting guides, and RCAs.\nWhy should you be interested?\nHere’s what you will gain from this role:\nAn opportunity to work at the intersection of technology, clients, and business impact.\nHands-on exposure to large-scale CX automation and AI-powered platforms.\nCollaboration with highly skilled product, engineering, and customer success teams.\nStrong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and 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