About the role
Headquartered in Bangalore with a growing presence in the US and Dubai, we serve 1,000+ enterprise clients across 18+ countries. We’ve raised $20M to date, we’re profitable, and we’re growing 100% year on year, a combination that’s rare at the intersection of AI and SaaS. Today we’re a 400+ strong team, and we’re looking for people who want to build AI that actually ships, scales and solves real problems.
What is this role all about?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.
- 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.
- 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.
- 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.
- 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.
- 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.