Customer Experience Associate

Kapture; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

Kapture CX in Bengaluru is seeking a Customer Experience Associate to be the first line of technical support for enterprise customers using our SaaS platform. You will handle tickets, troubleshoot issues, and collaborate with engineering teams to drive fast resolutions.

You will monitor Freshdesk queues, maintain SLA adherence, document root causes, and build a solid understanding of client workflows to deliver proactive, context-aware support in a fast-paced environment.

Qualifications

• 1+ years experience in Customer Experience or helpdesk for SaaS/CRM platforms.
• Clear written and verbal communication with customers and internal teams.
• Ability to manage multiple tickets while meeting SLAs.
• Ownership mindset to drive issues to complete resolution.

Responsibilities

• Monitor and manage customer tickets in Freshdesk with quick first responses and SLA adherence.
• Investigate and troubleshoot issues, raise BUGs/CRs on JIRA, follow up to closure.
• Collaborate with L2 and Engineering teams, sharing detailed information for faster debugging.
• Develop understanding of client workflows and use cases to provide contextual, effective support.

Skills

Customer empathy

Tech troubleshooting

Ticket management

Communication

Tools

Freshdesk

JIRA

Job description

Role Name: Customer Experience Associate

At Kapture CX, we are looking for a Customer Experience Associate in our Customer Support 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?

This role is all about being the first line of technical problem-solving for our customers, ensuring their support queries are resolved quickly and effectively. You’ll work closely with cross-functional teams to troubleshoot issues, manage tickets, and deliver a seamless customer experience on our SaaS platform.

Sounds interesting?

Here’s a more detailed description of what you will do in this role:

• You will monitor and manage customer support tickets using Freshdesk, ensuring quick first responses and resolution within defined SLAs.
• You will investigate and troubleshoot technical issues, raise BUGs/CRs on JIRA, and proactively follow up to drive them to closure.
• You will collaborate closely with L2 and Customer Engineering teams, sharing complete and accurate details to enable faster debugging.
• You will build a strong understanding of client workflows, business logic, and use cases to provide effective and context-aware support.

You will take complete ownership of customer issues, tracking priorities, escalating critical cases, and ensuring a smooth end-to-end resolution experience.

This is a Bangalore-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?

Success in this role means consistently delivering fast, high-quality resolutions to customer issues, meeting SLAs, and earning customer trust while proactively collaborating with internal teams to keep our platform running smoothly.

What would make you a good fit for this role?

Here are the basic requirements:

• You have 1+ years of experience in a Customer Experience or helpdesk role, handling customer queries on SaaS or CRM platforms.
• You are comfortable working with ticketing tools like Freshdesk and can manage multiple tickets while meeting SLAs.
• You communicate clearly and professionally, both in writing and over calls, with customers and internal teams.
• You take ownership of issues and follow them through until complete resolution

What are the most critical skills for this role?

• You have strong debugging and problem-solving skills to identify root causes of technical issues.
• You can analyse issues logically and document them clearly for escalation to L2 or engineering teams.
• You are customer-focused and know how to balance empathy with technical accuracy.
• You have worked with APIs, integrations, or basic backend troubleshooting.
• You manage time and priorities effectively in a fast-paced support environment

You will have an advantage if you:

• You have hands-on experience with JIRA for BUG/CR tracking and escalation management.
• You hold any technical certification related to IT, support, or systems.
• You have previously supported enterprise or high-volume customer environments

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 real-world exposure to large-scale customer operations.
• You will develop strong technical and problem-solving skills by handling diverse, real-time support challenges.
• You will collaborate closely with experienced engineering and customer success teams, accelerating your professional growth.
• You will be part of a fast-growing organization that values ownership, learning, and career progression

Does this sound like you?

Required Skills

SaaS debugging API Technical Knowledge Email Writing Support troubleshoot Troubleshooting Client Interactions bug