Supervisor - Customer Experience

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!