Sr Customer Experience Associate

Kapture CRM; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Kapture CX in Bengaluru is seeking a Senior Customer Experience Associate to own first-line technical support for customers on our SaaS platform. You will troubleshoot issues, manage tickets, and work with cross-functional teams to ensure quick resolutions and high customer satisfaction.

You will develop runbooks and documentation while maintaining strong customer focus and ownership of end-to-end support processes.

Qualifications

• Experience in a Senior Customer Experience or helpdesk role for SaaS/CRM tools.
• Proficient in ticketing tools and handling multiple tickets within SLAs.
• Clear written and verbal communication with customers and teams.
• Ownership of issues through to resolution and creation of runbooks/docs.

Responsibilities

• Monitor and manage customer support tickets with quick first responses within SLAs.
• Investigate and troubleshoot technical issues, raise BUGs/CRs on JIRA, and drive closure.
• Collaborate with Implementation, Product, SRE and Engineering teams for fast debugging.
• Build understanding of client workflows and provide context-aware support.
• Develop documentation, runbooks, FAQs, and troubleshooting guides.

Skills

API Troubleshooting

SQL

Root Cause Analysis

SaaS Support

CRM Platforms

Stakeholder Mgmt

Email Writing

Troubleshooting

Technical Knowledge

Problem Solving

Tools

JIRA

Job description

Role Name: Senior Customer Experience Associate

At Kapture CX, we are looking for a Senior Customer Experience Associate in our Customer Experience 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 owning and being the first line of technical problem-solving for our customers, ensuring their queries, issues and service requests 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, 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 Implementation, Product, SRE and 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 develop documentation and runbooks for client workflows, business context, usecases, FAQs, troubleshooting guides and so on.

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 3+ years of experience in a Senior Customer Experience or helpdesk role, handling customer queries on SaaS or CRM platforms.
• You are comfortable working with ticketing tools 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
• You will create and maintain documentation-runbooks, FAQs, and troubleshooting guides

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 SRE, Product 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

Required Skills

Travelling Troubleshooting SaaS Agentic AI Support API Troubleshooting & Integration Analysis Stakeholder management Email Writing SQL Technical Knowledge Root Cause Analysis (RCA)