Customer Experience Associate

Kapture; Bengaluru; On-site; INR 350,000 - 450,000; Full time

Job summary

Kapture CX is seeking a Customer Experience Associate to be the first line of support for customers in Bangalore. You will resolve routine issues, understand customer workflows, and coordinate with CX and technical teams to ensure a smooth support experience.

As part of the role, you will manage tickets, escalate complex problems with precise information, and maintain high-quality documentation while adhering to defined SLAs.

Qualifications

• 1+ years of experience in Customer Experience, technical support, helpdesk or a similar role in SaaS/CRM.
• Strong written and verbal communication with ability to document issues clearly.
• Comfort with ticketing tools and managing multiple requests.

Responsibilities

• Provide first-line customer support by understanding queries, workflows and use cases.
• Troubleshoot routine application and platform issues and escalate complex cases with complete information.
• Manage tickets, track progress, and ensure timely follow-up per SLAs.
• Collaborate with CX, L2 and engineering teams to resolve issues effectively.

Skills

Customer focus

Technical troubleshooting

Problem solving

Technical understanding

Collaboration

Time & priority management

Tools

Freshdesk

Job description

CX (Customer Experience) | 1+ years | Full Time | Bangalore

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 has 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 Customer Experience Associate , you will be the first line of support for customers, helping resolve their queries and routine technical issues while ensuring a smooth support experience. You will manage support requests, troubleshoot issues, collaborate with relevant CX and technical teams, and build an understanding of customer workflows and use cases.

The role combines customer engagement, technical troubleshooting, ticket management and cross-functional collaboration to ensure customer issues are addressed accurately and within defined service levels.

Sounds interesting?

Here’s what you will do in this role:

Client Engagement

• Provide first-line support to customers by understanding their queries, workflows and use cases.
• Manage customer support requests and provide clear, professional and context-aware responses.
• Gather relevant information about reported issues and share accurate details with the appropriate internal teams.
• Collaborate with CX and technical stakeholders to ensure customer concerns are addressed effectively.
• Build customer trust through timely communication and solution-oriented support.

Technical Expertise

• Troubleshoot routine application and platform-related issues by checking configurations and identifying basic technical problems.
• Support API and integration-related queries and elevate complex technical issues with complete and relevant information.
• Reproduce and document issues where required and raise BUGs/CRs on JIRA for further investigation.
• Work with L2, Customer Engineering and relevant technical teams to support timely issue resolution.
• Maintain and updte knowledge base articles, FAQs and troubleshooting documentation to improve support quality.

Project & Delivery Management

• Manage assigned support requests by tracking ticket progress, maintaining accurate updates and ensuring timely follow-up.
• Prioritise support requests based on urgency and defined SLAs.
• Escalate critical or complex issues to the appropriate teams and follow them through to resolution.
• Follow defined SOPs and support processes to ensure consistent service delivery.
• Collaborate with relevant teams on issue resolution and operational follow-ups.

Business Acumen & Problem Solving

• Use basic ticket data and support metrics to identify recurring issues and patterns.
• Develop an understanding of customer workflows and how platform issues affect their operations.
• Apply structured problem-solving to identify relevant information before escalating an issue.
• Share recurring customer or operational issues with relevant teams to support improvements in the customer experience.

What does success look like in this role?

Success in this role means providing timely and accurate support, meeting defined SLAs, maintaining high-quality ticket documentation, and ensuring customer issues are followed through to appropriate resolution .

You will also be expected to build a strong understanding of Kapture’s platform and customer workflows, collaborate effectively with internal teams, and contribute to improving support processes and knowledge resources.

What would make you a good fit for this role?

Basic Requirements

• 1+ years of experience in Customer Experience, technical support, helpdesk or a similar role, preferably in a SaaS or CRM environment.
• Comfortable working with ticketing tools such as Freshdesk and managing multiple support requests.
• Good understanding of basic application and technical troubleshooting.
• Ability to understand customer queries, gather relevant information and document issues clearly.
• Good written and verbal communication skills.
• Ability to manage priorities and follow defined SLAs and support processes.
• Strong ownership and follow-through on assigned customer issues.

What are the most critical skills for this role?

• Customer focus: Ability to understand customer concerns and provide clear, empathetic and solution-oriented support.
• Technical troubleshooting: Ability to investigate routine technical issues and identify the information required for further debugging.
• Problem solving: Ability to analyse issues logically, reproduce problems where required and document findings clearly.
• Technical understanding: Basic exposure to APIs, integrations and application workflows.
• Collaboration: Ability to work effectively with CX, L2, Customer Engineering and other internal teams.
• Time and priority management: Ability to manage multiple support requests while maintaining service quality and SLA adherence.

Required Skills

Production Support & Incident Management SQL Business Analytics Root Cause Analysis (RCA) Customer Experience Observability & Monitoring Troubleshooting Technical Knowledge API Troubleshooting & Integration Analysis