About the Role
We are looking for a sharp, structured, and customer-obsessed Process Excellence Manager to join our CX team. This role sits at the intersection of escalation governance, process design, and customer health — built for someone who doesn't just resolve issues, but builds systems to prevent them.
You will own high-severity escalations end-to-end, align internal SLAs across Tech, Product, and Engineering, and drive continuous improvement across the customer journey. Beyond firefighting, you will identify patterns, design guardrails, and champion a culture of accountability and resolution.
What You'll Do:
1. Escalation Governance & Systemic Resolution
- Own the end-to-end escalation governance framework — from intake classification to structured closure.
- Identify root causes across recurring escalations and drive systemic fixes, not just one-off resolutions.
- Design and enforce escalation playbooks, severity tiers, and response protocols across teams.
- Run post-escalation reviews to capture learnings and translate them into process improvements.
- Use data and trend analysis to surface patterns and proactively eliminate repeat failure points.
- Report on escalation health, systemic gaps, and improvement initiatives to leadership.
2. Escalation Management
- Act as the single point of ownership for all high-severity customer escalations from initiation to closure.
- Engage directly with clients to understand concerns, provide clarity, and build confidence under pressure.
- Communicate effectively across both business and technical stakeholders — internally and externally.
- Drive cross-functional teams (Support, TAMs, Engineering) toward timely resolution with clear prioritization.
- Maintain consistent communication cadence, transparency, and accountability throughout the escalation lifecycle.
- Close escalations with documented outcomes, customer alignment, and internal learnings captured
3. Internal Policy & SLA Design
- Define and align internal SLAs with Tech, Product, and Engineering teams for faster, more predictable resolution.
- Build and maintain escalation governance frameworks, response protocols, and cross-team accountability structures.
- Standardize handoff processes between Support, TAMs, and Engineering to reduce resolution friction.
- Create and improve CX playbooks, SOPs, and escalation frameworks that bring structure to ambiguous situations.
- Ensure SLA commitments are tracked, reviewed, and continuously improved on a regular cadence.
- Champion adherence to defined processes and drive a culture of process discipline across teams.
4. Customer Health & Escalation Prevention
- Monitor leading indicators of customer risk — repeated support issues, engagement gaps, sentiment shifts.
- Partner with TAMs and Support teams to take preemptive action on at-risk accounts.
- Track and improve Customer Health scores across the portfolio.
- Proactively manage accounts showing early warning signs before issues escalate.
- Drive measurable reduction in escalation volume and severity over time.
How Success is MeasuredPerformance in this role will be evaluated against the following KPIs:
- Escalation Rate & Reduction — trend in total escalation volume over rolling 30/60/90-day periods
- Mean Time to Resolution (MTTR) — average resolution time across escalation severity tiers
- CSAT Post-Escalation — customer satisfaction measured after closure
- Repeat Escalation Rate — same issue recurring within 30/60/90 days of closure
- SOP & SLA Adherence — % of escalations handled within defined protocols and timelines
- Internal SLA Compliance — cross-team response times vs. committed benchmarks (Tech, Product, Engineering)
What We're Looking For:
- MBA with 3–4 years of experience in Customer Experience, Customer Success, or Support in B2B/SaaS environments
- Proven track record managing L2/L3 escalations or critical account situations
- Strong stakeholder management skills — calm, clear, and confident in high-pressure scenarios
- Ability to communicate with clients in business context, not just technical terms
- Strong capability to articulate business impact and build customer confidence during difficult situations
- Experience collaborating with cross-functional teams (Support, TAMs, Engineering) to drive resolution
- Familiarity with CRM tools such as Salesforce or HubSpot
- Solid understanding of product workflows and technical processes
- Awareness of AI/LLM tools (e.g., OpenAI GPT) and their practical application in CX operations
Why Kapture CX
Kapture is a fast-growing B2B SaaS company redefining customer experience with AI-powered CRM and support automation. You'll work on complex, high-stakes problems at scale — with direct access to leadership, real ownership, and the opportunity to shape how we serve our customers.
