Customer Experience Manager

About Kapture CX

Founded in Bengaluru in 2014, Kapture CX began as an enterprise customer support software company and has evolved into an AI-first Agentic Operating System for Enterprises.

Kapture helps enterprises scale AI execution while keeping humans in control. Its AgentOS platform enables enterprises to deploy, orchestrate, monitor, and optimize AI agents across critical business workflows - including customer support, sales, collections, and claims.

Kapture’s AI agents can execute workflows end-to-end across voice, chat, email, messaging, and social channels, with human intervention built in wherever judgment, empathy, or decision-making is required.

What is this role all about?

As 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.

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 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 build strong, trusted client relationships by acting as a technical advisor and advocate, translating complex concepts into clear, actionable insights.
• 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.

This is a Mumbai-based role. We work five days a week from the office, as we believe in-person interactions fuel innovation and agility.

What does success look like in this role?

You consistently deliver smooth client experiences, resolve issues before they escalate, and help customers fully leverage Kapture’s platform to achieve measurable business impact.

What would make you a good fit for this role?

Here are the basic requirements:

• 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 will have an advantage if you:

• You have prior experience working with CRM platforms like Salesforce or HubSpot.
• 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.