Customer Experience Manager

Ovii's Interpretation of the Role

The Customer Experience Manager leads enterprise client onboarding, integration, and technical support for Kapture's AI‑powered CX platform. The role blends hands‑on API work, issue troubleshooting, and proactive platform optimization while acting as a trusted technical advisor.

Role Snapshot

• Lead client onboarding & integrations
• Own technical support & escalations
• Serve as trusted technical advisor
• Drive platform health checks & optimization
• Collaborate across engineering, product, sales, support
• Document issues, RCAs, and product feedback

Must-Have Requirements

• API integration
• System troubleshooting & log analysis
• Monitoring tools (Kafka, Grafana, Sentry)
• Technical communication
• system troubleshooting

Nice-to-Have Signals

• CRM platform experience (Salesforce, HubSpot)
• SQL/NoSQL databases
• Chatbot or AI automation exposure
• Documentation & RCA creation
• CRM platform usage
• SQL/NoSQL data handling
• chatbot/AI automation

Work Setup

• Location: Bengaluru, India
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Lead end‑to‑end client onboarding, configuring APIs and data payloads.
• Own technical support tickets, diagnose issues using logs and monitoring tools.
• Build and maintain trusted relationships as the client’s technical advisor.
• Identify optimization opportunities, run platform health checks, and propose technical strategies.
• Document incidents, resolutions, and root‑cause analyses to inform product improvements.
• Partner with engineering, product, sales, and support teams to ensure rapid issue resolution.

Good Fit If You Have

• Prior experience with CRM platforms such as Salesforce or HubSpot.
• Hands‑on work with SQL or NoSQL databases and data flow understanding.
• Exposure to chatbot or AI‑driven automation technologies.