Senior Customer Experience Associate

Senior Customer Experience Associate

CX (Customer Experience) | 3+ years | Full Time | Bangalore

Role Name: Senior Customer Experience Associate

At Kapture CX, we are looking for a Senior Customer Experience Associate in our Customer Experience team.

Who are we?

Kapture CX is a leading SaaS platform that helps enterprises automate and elevate customer experience through intelligent, AI-powered solutions. We partner with enterprises across industries to bring scalable automation and insight-driven efficiencies to their CX operations. Over a thousand clients across 18 countries have used Kapture’s products to enhance their customer experience, including Unilever, Reliance, Coca-Cola, Bigbasket, Meesho, Airtel Payments Bank and Cathay Pacific. Kapture delivers industry-specific solutions powered by AI, tailored workflows, and seamless automation.

Kapture CX is headquartered in Bangalore and we have offices in Mumbai and Delhi/NCR in India, in addition to offices in the USA, UAE, Singapore, Philippines and Indonesia.

What is this role all about?

As a Senior Customer Experience Associate, you will take ownership of customer issues that require deeper technical troubleshooting, stronger understanding of client workflows, and coordination across multiple teams. You will work closely with customers, Implementation, Product, SRE and Engineering teams to investigate and resolve complex issues, manage escalations, and ensure a smooth customer experience.

The role combines customer engagement, technical problem-solving, issue ownership and operational discipline, while also contributing to better documentation and more effective support processes.

Sounds interesting?

Here’s what you will do in this role:

Client Engagement

• Build strong understanding of client workflows, business logic and use cases to provide context-aware technical support.
• Act as a reliable point of contact for complex customer issues, providing clear and timely updates throughout the resolution process.
• Understand the business impact and priority of customer issues and ensure the right level of escalation and follow-up.
• Provide solution-oriented guidance to customers by understanding their workflows, requirements, and business context.

Technical Expertise

• Investigate and troubleshoot complex application, API and integration issues, using available logs, API responses and system information to identify probable causes.
• Analyse issues logically, distinguish between configuration, integration and product-related problems, and provide complete technical information for further investigation where required.
• Raise and manage BUGs/CRs in JIRA with clear reproduction steps, business context and supporting technical information, and follow them through to closure.
• Collaborate with Product, SRE and Engineering teams on complex issues and validate fixes or resolutions before communicating closure to customers.
• Build and maintain technical documentation, runbooks, FAQs and troubleshooting guides covering client workflows, business context and recurring issues.
• Perform QA/QC checks and set up alert mechanisms to proactively identify and address potential issues and bugs.

Project & Delivery Management

• Manage customer issues through triage, prioritisation, escalation, resolution and closure, ensuring adherence to defined SLAs.
• Coordinate with Implementation, Product, SRE and Engineering teams to drive complex issues to resolution and ensure clear ownership across teams.
• Support release, configuration or implementation-related activities where required, ensuring customer-impacting issues are identified and addressed proactively.
• Identify recurring support challenges and contribute to improvements in processes, documentation and ways of working.

Business Acumen

• Perform basic analysis of customer issues, support trends, and relevant operational data to identify patterns and areas for improvement.
• Develop and maintain dashboards and reports to track customer issues, support trends, SLAs, and other relevant metrics.
• Use data and dashboard insights to highlight recurring issues, operational gaps, and opportunities for improvement.
• Present relevant findings clearly to support discussions with Customer Experience, Product, Engineering, and other stakeholders.

What does success look like in this role?

Success in this role means consistently resolving complex customer issues within defined SLAs, maintaining strong customer trust, providing accurate technical troubleshooting and escalation, and driving issues to closure through effective cross-functional collaboration.

It also means building strong knowledge of customer workflows and contributing to documentation, process improvements and a more effective support experience.

What would make you a good fit for this role?

Here are the basic requirements:

• You have 3+ years of experience in Customer Experience, technical support, application support or a similar role, preferably in a SaaS or CRM environment.
• You have experience handling complex customer issues and escalations and coordinating with technical teams for resolution.
• You are comfortable working with ticketing tools such as Freshdesk and issue-management tools, managing multiple priorities while meeting SLAs.
• You have a strong understanding of client workflows, business logic and SaaS product functionality.
• You have experience working with APIs, integrations or basic backend troubleshooting.
• You have experience creating or maintaining technical documentation, runbooks, FAQs or troubleshooting guides.
• You communicate clearly and professionally with both customers and technical/internal teams.

What are the most critical skills for this role?

• Strong technical troubleshooting and structured problem-solving skills.
• Ability to investigate complex issues, identify probable root causes and provide clear information for escalation.
• Strong customer handling skills, with the ability to manage expectations during complex or high-priority issues.
• Ability to understand technical issues in the context of customer workflows and business impact.
• Strong ownership and follow-through on issues across multiple teams.
• Ability to document technical issues, solutions and recurring scenarios clearly and accurately.
• Strong prioritisation and time-management skills in a fast-paced SaaS environment.

You will have an advantage if you:

• Have hands-on experience with JIRA for BUG/CR tracking and escalation management.
• Have experience working with enterprise or high-volume SaaS customers.
• Have exposure to API testing/debugging tools such as Postman.
• Have experience creating technical runbooks, knowledge articles or troubleshooting documentation.
• Have worked closely with Product, Engineering, SRE or Implementation teams on customer issues.
• Have exposure to AI-powered SaaS products, chatbots or customer experience automation.
• Have exposure to dashboarding tools and analytics for tracking and analysing customer or operational data.
• Have exposure to prompt engineering and AI tools.

Why should you be interested?

Here’s what you will gain from this role:

• You will work on a leading enterprise SaaS platform used by some of India's top brands, gaining exposure to complex customer environments and large-scale CX operations.
• You will deepen your technical troubleshooting, product and problem-solving skills by working on diverse customer challenges.
• You will work closely with Product, Engineering, SRE and Implementation teams, building strong cross-functional experience.
• You will develop a deeper understanding of enterprise customer workflows, SaaS products and technical support operations.
• You will be part of a fast-growing organization that values ownership, learning and career progression.