Customer Experience Manager

Kapture CX; Mumbai; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Kapture CX is seeking a Customer Experience Manager based in Mumbai to drive end-to-end onboarding, integration and optimization of our AI-powered CX platform for enterprise clients. You will collaborate with Voicebot, Chatbot and conversational AI solutions, troubleshoot APIs, and translate business needs into technical actions for banking/financial services clients.

You will work cross-functionally with product, engineering and support teams to ensure successful deployments, high platform

Qualifications

• Hands-on experience in customer experience, technical account management, implementation or other client-facing technical roles.
• Experience with Voicebot, Chatbot, conversational AI or contact centre automation platforms.
• Understanding of API integrations, REST APIs, JSON payloads, webhooks and troubleshooting using tools such as Postman or cURL.

Responsibilities

• Lead end-to-end onboarding and implementations of Voicebot, Chatbot and AI-driven automation solutions with seamless integration to client systems.
• Diagnose and resolve complex technical issues involving APIs, JSON payloads, webhooks and system integrations.
• Investigate production issues, monitor data flows and coordinate with engineering/product teams for timely resolutions.

Skills

Customer experience

Tech account mgmt

Implementation

API integrations

Postman/cURL

Voicebot/Chatbot

Enterprise clients

Communication skills

Stakeholder management

Troubleshooting

Tools

Postman

cURL

REST APIs

Kafka

Grafana

Sentry

Salesforce

HubSpot

Job description

As a Customer Experience Manager, you will own the technical success and experience of enterprise customers, ensuring seamless implementation, integration, adoption and optimization of Kapture's AI-powered CX platform. You will work closely with clients across Voicebot, Chatbot and conversational AI solutions, troubleshooting complex technical challenges, driving successful deployments and ensuring measurable business outcomes.

Sounds interesting?

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

• Drive Client Onboarding & Integrations: Lead end-to-end onboarding and implementation of Voicebot, Chatbot and AI-driven automation solutions, ensuring seamless integration with client systems and workflows.
• Own Technical Troubleshooting: Diagnose and resolve complex technical issues involving APIs, JSON payloads, webhooks and system integrations using tools such as Postman and cURL.
• Manage Production Issues & Escalations: Investigate issues using logs, monitoring tools and data flows; collaborate with engineering and product teams to drive timely resolutions and minimize customer impact.
• Manage Enterprise Client Relationships: Act as the trusted technical advisor for customers, translating business requirements into technical solutions and ensuring smooth communication across stakeholders.
• Optimize AI-Powered CX Solutions: Monitor platform performance, identify improvement opportunities and help customers improve automation, containment, response quality and overall customer experience.
• Drive Cross-Functional Collaboration: Partner with product, engineering, implementation and support teams to resolve issues, improve platform reliability and deliver customer outcomes.
• Maintain Technical Documentation: Document incidents, root cause analyses (RCAs), resolutions and troubleshooting guides while sharing customer feedback to influence product improvements.
• Support BFSI Customer Journeys: Work with banking, financial services and insurance clients to support complex customer service, collections, payment-related and other automated customer journeys.

This is a Mumbai-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?

• Successful onboarding and deployment of Voicebot and Chatbot solutions across enterprise accounts.
• Faster resolution of technical issues and effective management of customer escalations.
• Improved platform adoption, automation performance and customer satisfaction.
• Strong client relationships, proactive account management and consistent delivery against customer expectations.

What would make you a good fit for this role?

Here are the basic requirements:

• You have hands-on experience in customer experience, technical account management, implementation, application support or a similar client-facing technical role.
• You have practical experience with Voicebot, Chatbot, Conversational AI or contact centre automation platforms.
• You understand API integrations, REST APIs, JSON payloads, webhooks and troubleshooting using tools such as Postman or cURL.
• You can investigate technical issues, interpret logs and work with engineering teams to identify root causes.
• You have experience managing enterprise clients, technical escalations and multiple priorities in a fast-paced environment.
• You possess strong communication skills and can translate technical challenges into clear, actionable updates for clients.

What are the most critical skills for this role?

• Strong technical troubleshooting and root cause analysis.
• Hands-on understanding of APIs, integrations and system-level debugging.
• Experience supporting Voicebot, Chatbot or AI-driven customer experience solutions.
• Client communication, stakeholder management and ownership of escalations.
• Ability to collaborate with engineering and product teams to drive timely resolutions.
• A proactive approach to platform performance, customer adoption and continuous improvement.

You will have an advantage if you:

• Have worked with BFSI clients, particularly banks, NBFCs, insurance companies or fintech organizations.
• Have supported Voicebot and Chatbot deployments for banking, collections, customer service or transaction-related use cases.
• Are familiar with monitoring and observability tools such as Kafka, Grafana, Sentry or similar platforms.
• Have experience with CRM platforms such as Salesforce, HubSpot or enterprise CRM solutions.
• Understand SQL/NoSQL databases, data flows and third-party system integrations.
• Have exposure to LLM-powered conversational AI, AI agents or intelligent automation platforms.
• Have experience documenting RCAs, managing production incidents and improving support processes.

Why should you be interested?

Here's what you will gain from this role:

• An opportunity to work at the intersection of enterprise technology, customer experience and AI.
• Hands-on exposure to Voicebot, Chatbot and agentic AI deployments at enterprise scale.
• The opportunity to work with leading brands and solve complex customer experience challenges, including BFSI use cases.
• Collaboration with highly skilled product, engineering and customer experience teams.
• Strong growth opportunities in a fast-scaling global SaaS organization, along with competitive compensation and performance-linked rewards.