{"id":2786235,"url":"https://alion.io/job/kapture-cx-senior-customer-experience-associate","title":"Senior Customer Experience Associate","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":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Postman","optional":false},{"name":"Prompt Engineering","optional":false}],"status":"live","first_seen_at":"2026-09-22T12:59:15Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-18T04:37:46Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"Senior Customer Experience Associate\nCX (Customer Experience) | 3+ years | Full Time | Bangalore\nRole Name: Senior Customer Experience Associate\nAt Kapture CX, we are looking for a Senior Customer Experience Associate in our Customer Experience team.\nWho are we?\nKapture 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.\nKapture 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.\nWhat is this role all about?\nAs 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.\nThe role combines customer engagement, technical problem-solving, issue ownership and operational discipline, while also contributing to better documentation and more effective support processes.\nSounds interesting?\nHere’s what you will do in this role:\nClient Engagement\nBuild strong understanding of client workflows, business logic and use cases to provide context-aware technical support.\nAct as a reliable point of contact for complex customer issues, providing clear and timely updates throughout the resolution process.\nUnderstand the business impact and priority of customer issues and ensure the right level of escalation and follow-up.\nProvide solution-oriented guidance to customers by understanding their workflows, requirements, and business context.\nTechnical Expertise\nInvestigate and troubleshoot complex application, API and integration issues, using available logs, API responses and system information to identify probable causes.\nAnalyse issues logically, distinguish between configuration, integration and product-related problems, and provide complete technical information for further investigation where required.\nRaise and manage BUGs/CRs in JIRA with clear reproduction steps, business context and supporting technical information, and follow them through to closure.\nCollaborate with Product, SRE and Engineering teams on complex issues and validate fixes or resolutions before communicating closure to customers.\nBuild and maintain technical documentation, runbooks, FAQs and troubleshooting guides covering client workflows, business context and recurring issues.\nPerform QA/QC checks and set up alert mechanisms to proactively identify and address potential issues and bugs.\nProject & Delivery Management\nManage customer issues through triage, prioritisation, escalation, resolution and closure, ensuring adherence to defined SLAs.\nCoordinate with Implementation, Product, SRE and Engineering teams to drive complex issues to resolution and ensure clear ownership across teams.\nSupport release, configuration or implementation-related activities where required, ensuring customer-impacting issues are identified and addressed proactively.\nIdentify recurring support challenges and contribute to improvements in processes, documentation and ways of working.\nBusiness Acumen\nPerform basic analysis of customer issues, support trends, and relevant operational data to identify patterns and areas for improvement.\nDevelop and maintain dashboards and reports to track customer issues, support trends, SLAs, and other relevant metrics.\nUse data and dashboard insights to highlight recurring issues, operational gaps, and opportunities for improvement.\nPresent relevant findings clearly to support discussions with Customer Experience, Product, Engineering, and other stakeholders.\nWhat does success look like in this role?\nSuccess 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.\nIt also means building strong knowledge of customer workflows and contributing to documentation, process improvements and a more effective support experience.\nWhat would make you a good fit for this role?\nHere are the basic requirements:\nYou have 3+ years of experience in Customer Experience, technical support, application support or a similar role, preferably in a SaaS or CRM environment.\nYou have experience handling complex customer issues and escalations and coordinating with technical teams for resolution.\nYou are comfortable working with ticketing tools such as Freshdesk and issue-management tools, managing multiple priorities while meeting SLAs.\nYou have a strong understanding of client workflows, business logic and SaaS product functionality.\nYou have experience working with APIs, integrations or basic backend troubleshooting.\nYou have experience creating or maintaining technical documentation, runbooks, FAQs or troubleshooting guides.\nYou communicate clearly and professionally with both customers and technical/internal teams.\nWhat are the most critical skills for this role?\nStrong technical troubleshooting and structured problem-solving skills.\nAbility to investigate complex issues, identify probable root causes and provide clear information for escalation.\nStrong customer handling skills, with the ability to manage expectations during complex or high-priority issues.\nAbility to understand technical issues in the context of customer workflows and business impact.\nStrong ownership and follow-through on issues across multiple teams.\nAbility to document technical issues, solutions and recurring scenarios clearly and accurately.\nStrong prioritisation and time-management skills in a fast-paced SaaS environment.\nYou will have an advantage if you:\nHave hands-on experience with JIRA for BUG/CR tracking and escalation management.\nHave experience working with enterprise or high-volume SaaS customers.\nHave exposure to API testing/debugging tools such as Postman.\nHave experience creating technical runbooks, knowledge articles or troubleshooting documentation.\nHave worked closely with Product, Engineering, SRE or Implementation teams on customer issues.\nHave exposure to AI-powered SaaS products, chatbots or customer experience automation.\nHave exposure to dashboarding tools and analytics for tracking and analysing customer or operational data.\nHave exposure to prompt engineering and AI tools.\nWhy should you be interested?\nHere’s what you will gain from this role:\nYou 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.\nYou will deepen your technical troubleshooting, product and problem-solving skills by working on diverse customer challenges.\nYou will work closely with Product, Engineering, SRE and Implementation teams, building strong cross-functional experience.\nYou will develop a deeper understanding of enterprise customer workflows, SaaS products and technical support operations.\nYou will be part of a fast-growing organization that values ownership, learning and career progression.","description_format":"text","description_chars":7733,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","Customer Support & Help Desk 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