Customer Experience Manager

Kapture; Delhi; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Kapture CX, based in Delhi, seeks a Customer Experience Manager to act as the trusted technical advisor for clients, ensuring onboarding, integration, and scaling on the Kapture platform while proactively solving complex challenges and driving long-term value.

You will lead client onboarding and integrations with APIs, own technical support and escalations, build strong client relationships, identify optimization opportunities, and document RCAs to influence product improvements.

Qualifications

• Hands-on API integration experience and troubleshooting.
• Experience working with enterprise clients and prioritizing multiple tasks.
• Ability to collaborate with engineering, product, sales, and support teams.
• Comfortable solving complex technical problems in fast-paced environments.

Responsibilities

• Lead client onboarding and integrations, working with APIs and tools like Postman and cURL.
• Own technical support and escalations, diagnosing issues using logs and monitoring tools.
• Act as a trusted technical advisor and advocate, translating complex concepts for clients.
• Identify optimization opportunities and run platform health checks to maximize ROI for clients.
• Document issues, resolutions, and RCAs to feed product improvements.

Skills

API integrations

Troubleshooting

Enterprise clients

Cross-functional collaboration

Technical advisory

Tools

Postman

cURL

Kafka

Grafana

Sentry

Salesforce

HubSpot

Job description

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

Kapture CX is an AI-native, verticalized SaaS platform helping enterprises automate and execute complex customer and business workflows.

At the core of Kapture is AgentOS — our Agentic Operating System that brings together AI agents, human intelligence, enterprise systems, and operational intelligence to execute work end-to-end. AgentOS enables enterprises to build, deploy, orchestrate, monitor, evaluate, and optimize AI-powered workflows across customer support, sales, collections, claims, and other business operations.

Today, Kapture is trusted by 1,000+ enterprises across 18 countries, helping organizations move beyond isolated automation toward intelligent, outcome-driven operations.

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 .

What does success look like in this role?

You consistently deliver smooth client experiences, resolve issues before they escalated, 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, tracing errors, and identifying root causes quickly.
• You are proficient with modern tech stacks and monitoring tools like Kafka, Grafana, and Sentry (or similar).
• You communicate technical concepts clearly to both technical and non-technical stakeholders.
• You take ownership and think proactively about client success and platform optimization.

You will have an advantage if you:

• You have prior experience working with CRM platforms like Salesforce or HubSpot.
• You are comfortable working with SQL/NoSQL databases and understanding data flows.
• You have exposure to chatbot technologies or AI-driven automation platforms.
• You enjoy creating clear documentation, troubleshooting guides, and RCAs.

Why should you be interested?

Here’s what you will gain from this role:

• An opportunity to work at the intersection of technology, clients, and business impact.
• Hands-on exposure to large-scale CX automation and AI-powered platforms.
• Collaboration with highly skilled product, engineering, and customer success teams.
• Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.