Role Name: Team Lead – Technical Support
At Kapture CX, we are looking for a Team Lead – Technical Support in our Customer Support 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
This role is all about leading the frontline technical support function, ensuring customer issues are resolved efficiently while maintaining high service quality. You will manage a team of support executives, oversee ticket operations, and collaborate with cross-functional teams to deliver a seamless customer experience on our SaaS platform.
Sounds interesting
Here's a more detailed description of what you will do in this role:
- You will lead and manage a team of Technical Support Executives, ensuring productivity, quality, and SLA adherence.
- You will monitor and manage customer support tickets , ensuring timely responses and resolutions.
- You will oversee troubleshooting of technical issues, guide the team on debugging, and ensure proper logging of BUGs/CRs on JIRA.
- You will collaborate closely with SRE, Engineering, and Product teams to drive faster issue resolution.
- You will ensure accurate documentation of issues, solutions, and workflows for internal knowledge sharing.
- You will take ownership of critical and escalated issues, ensuring end-to-end resolution and customer satisfaction.
- You will analyze support metrics, identify trends, and implement process improvements to enhance efficiency.
- You will mentor and coach team members, driving continuous learning and performance improvement.
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.
What does success look like in this role
Success in this role means leading a high-performing support team that consistently meets SLAs, delivers fast and accurate resolutions, improves customer satisfaction scores, and proactively collaborates with internal teams to enhance platform stability and performance.
What would make you a good fit for this role
Here are the basic requirements:
- You have 4-7 of experience in technical support or helpdesk roles, preferably in SaaS or CRM platforms.
- You have prior experience leading or mentoring a team of support executives.
- You are comfortable working with ticketing tools like Freshdesk and managing high-volume support environments.
- You communicate clearly and professionally with customers, stakeholders, and internal teams.
- You take ownership of issues and ensure complete resolution, especially in escalations.
What are the most critical skills for this role
- You have strong debugging and problem-solving skills with the ability to guide others.
- You can analyze issues logically and ensure clear documentation for escalation to SRE, Product or engineering teams.
- You are customer-focused and can balance empathy with technical accuracy.
- You have experience with APIs, integrations, or backend troubleshooting.
- You have strong leadership, time management, and prioritization skills in a fast-paced environment.
- You are process oriented, SOP driven and can develop documentation/runbooks for efficient and high quality resolutions.
You will have an advantage if you:
- Have hands-on experience with JIRA for BUG/CR tracking and escalation management.
- Hold technical certifications related to IT, support, or systems.
- Have supported enterprise or high-volume customer environments.
- Have trained & directly managed support executives and driven operational efficiency in support operations.
Why should you be interested
Here's what you will gain from this role:
- You will lead support operations for a leading enterprise SaaS platform used by top global brands.
- You will develop leadership, technical, and stakeholder management skills.
- You will collaborate closely with engineering, product, and customer success teams.
- You will be part of a fast-growing organization that values ownership, learning, and career progression.
