Customer Experience Manager

Kapture CRM; New Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Kapture CX in Delhi is seeking a Customer Experience Manager to serve as a trusted technical advisor for clients, guiding onboarding, integrations, and scaling on the Kapture platform.

The role emphasizes hands-on API work, proactive issue resolution with logs and monitoring tools, and building strong client relationships, while documenting RCAs and feeding feedback to product teams. Five days on-site collaboration with engineering and customer success teams is expected.

Qualifications

• Hands-on experience with API integrations and system troubleshooting.
• Comfortable engaging directly with enterprise clients and managing multiple priorities.
• Collaborates effectively with engineering, product, sales, and support teams.
• Enjoys solving complex technical problems in fast-paced environments.

Responsibilities

• Lead client onboarding and integrations, working with APIs, JSON payloads, Postman and cURL for seamless adoption.
• Own technical support and escalations, diagnose issues using logs, Kafka, Grafana, Sentry, and coordinate with engineering/product teams for rapid resolutions.
• Build trusted client relationships by acting as a technical advisor and translating complex concepts into actionable insights.
• Identify optimization opportunities, run platform health checks, and recommend strategies to maximize ROI for clients.
• Document issues, resolutions, and RCAs while feeding feedback to influence product improvements.

Skills

API integrations

System troubleshooting

Client management

Cross-functional collaboration

Problem solving

Technical communication

Tools

Kafka

Grafana

Sentry

Postman

cURL

SQL/NoSQL

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. 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 escal…

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.