Customer Experience Manager

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