Director Customer Experience

At Kapture CX, we are looking for a Director - 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, 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

As the Director - Customer Experience, you will lead a high-impact team that sits at the intersection of customer experience and technology. You'll ensure our customers stay delighted and continuously realize value by driving fast, effective, and technically sound resolutions, as well as improving adoption —while building strong, trusted relationships with key stakeholders.

Sounds interesting

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

• You will lead, mentor, and scale a team of Customer Experience Manager focused on delivering exceptional customer outcomes - leading to high retention.
• You will drive rapid and high-quality resolution of customer issues, ensuring technical accuracy and strong communication throughout.
• You will be the customer's voice in the organization and act as a strategic partner to key customers, building deep relationships and proactively identifying opportunities to improve their experience.
• You will own operational excellence and governance - cadence of QBRs/MBRs, account planning, SOP adherence and escalation management.
• You will collaborate closely with Sales, Tech, Support and Implementation teams to drive expansion, resolve complex issues, and influence product improvements.
• You will define and track key metrics around customer satisfaction, adoption/usage, response times, and resolution effectiveness, continuously improving team performance.

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. This role requires regular travel to client locations.

What does success look like in this role

You consistently deliver high customer satisfaction, build a strong and scalable TAM function, and become a trusted bridge between customers and internal teams.

What would make you a good fit for this role

Here are the basic requirements:

• You have 8–12+ years of experience in Customer Success, Customer Experience Manager, or Support within a SaaS environment.
• You have managed and scaled high-performing teams in customer-facing roles.
• You are comfortable navigating technical products and can quickly understand product nuances, custom deployments and integrations.
• You have strong experience working with enterprise customers and managing multiple stakeholders.

What are the most critical skills for this role

• You communicate clearly and confidently, especially in high-pressure customer situations.
• You excel at stakeholder management and can influence both internal and external stakeholders effectively.
• You have strong problem-solving skills and can break down complex technical issues into actionable solutions.
• You bring a customer-first mindset and are deeply committed to delivering great experiences and business outcomes.

You will have an advantage if you:

• You have prior experience in CX, CRM, or automation platforms.
• You have worked closely with Product and Engineering teams to drive adoption/usage, issue resolution or product enhancements.
• You are familiar with value realization, adoption & support metrics, SLAs, and escalation management frameworks.