Supervisor - Customer Experience
At Kapture CX, we are looking for a
Supervisor - Customer Experience
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 Industries, 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?
Own and lead the day-to-day operations of a high-performing Customer Experience team delivering exceptional customer support across multiple channels. You will drive team performance, resolve escalations, improve support processes, and collaborate with cross-functional teams to ensure customers receive fast, reliable, and efficient assistance.
Sounds interesting?
Here’s a more detailed description of what you will do in this role:
You will manage and mentor a team of Customer Experience Specialists, driving performance, accountability, and employee development.
You will monitor and improve support KPIs including response time, resolution time, CSAT, and SLA adherence.
You will handle customer escalations effectively while ensuring a seamless and positive customer experience.
You will collaborate with Product, Engineering, and Customer Success teams to resolve complex issues and improve operational workflows.
You will create and maintain SOPs, troubleshooting guides, and internal knowledge documentation to enable consistency and faster resolutions.
You will identify recurring customer issues, analyze trends, and escalate product or process gaps to relevant stakeholders.
This is a
Bengaluru-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 building a highly efficient and motivated Customer Experience team that consistently delivers exceptional support while maintaining strong operational metrics and process excellence.
What would make you a good fit for this role?
Here are the basic requirements:
You have 4-8 years of experience in Customer Support, Technical Support, or Customer Service operations.
You have at least 1.5 -2 year of experience leading or supervising a support team.
You have experience handling escalations, performance management, and support operations.
You are comfortable working in a fast-paced, customer-focused environment.
What are the most critical skills for this role?
You possess excellent verbal and written communication skills.
You are skilled at team management, coaching, and motivating employees.
You are familiar with CRM and ticketing tools like Salesforce, Zendesk, and Freshdesk.
You have strong analytical, problem-solving, and conflict-resolution skills.
You are proficient in MS Excel and reporting tools.
You will have an advantage if you:
You have prior experience working in SaaS or customer support environments.
You have experience managing omni-channel support operations across Phone, Chat, and Email.
You are skilled at process improvement and operational optimization.
You can effectively manage multiple priorities and stakeholders simultaneously.
Why should you be interested?
Here’s what you will gain from this role:
Opportunity to lead and scale a high-impact Customer Experience function in a fast-growing SaaS company.
Exposure to enterprise customer experience operations and AI-driven support solutions.
Cross-functional collaboration with Product, Engineering, and Customer Success teams.
A fast-paced environment that encourages ownership, learning, and career growth.
Does this sound like you?
Click the Apply button to let us know!
