CX Operations Analyst

Role Name: CX Operations Analyst

At Kapture CX, we are looking for a CX Operations Analyst in our Customer Experience (CX) Operations 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, with offices in Mumbai and Delhi/NCR, as well as international offices across the USA, UAE, Singapore, Philippines, and Indonesia.

What is this role all about?

At Kapture CX, our CX Operations team powers the systems and processes behind exceptional customer experiences. As a CX Operations Analyst , you will work on high-impact operational initiatives that improve the way our Support, Customer Success, Implementation, and Account Management teams operate.

Rather than managing day-to-day support tickets, you'll focus on building scalable workflows, leveraging AI to automate repetitive work, and delivering insights that help leadership make smarter decisions.

Sounds interesting?

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

• Analyze and improve operational workflows across customer-facing teams by identifying bottlenecks and designing scalable, data-driven solutions.
• Build and implement AI-powered tools such as knowledge assistants, chatbots, and workflow copilots that improve team productivity.
• Create dashboards, reports, and operational documentation that provide meaningful insights and support business decision-making.
• Identify manual and repetitive processes and automate them through workflows, integrations, scripts, or process improvements.
• Collaborate on strategic cross-functional initiatives such as Customer360 and Self-Service Customer Care Portal by owning analysis, documentation, and execution workstreams.

This is a Bangalore-based role. We work five days a week from the office , as we believe in-person collaboration drives innovation and faster execution.

What does success look like in this role?

Your work significantly reduces manual effort across CX Operations through automation and process improvements. Leadership relies on the dashboards and insights you build to make informed decisions, while strategic projects move efficiently because of your structured analysis, documentation, and execution.

What would make you a good fit for this role?

Here are the basic requirements:

• You have 1–4 years of experience in Operations, Strategy, Product Operations, or a similar analytical role, along with an MBA.
• You are highly proficient in Microsoft Excel or Google Sheets , with experience handling large datasets, reporting, and dashboard creation.
• You are comfortable working with AI tools such as OpenAI, Claude, or similar platforms , and understand how to apply them to real business workflows.
• You have experience working with JIRA and are familiar with project management tools such as Notion, ClickUp, Asana, or Monday.com.

What are the most critical skills for this role?

• You approach ambiguous problems with structured thinking and break them down into actionable solutions.
• You have strong analytical skills and enjoy using data to improve operational efficiency.
• You proactively identify opportunities for automation and continuously look for ways to eliminate manual effort.
• You communicate effectively and collaborate seamlessly with cross-functional teams across Product, Engineering, and Customer Success.

You will have an advantage if you:

• Have experience working with CRM, customer support, or customer success platforms.
• Have built internal tools, AI assistants, or automation workflows.
• Have exposure to low-code/no-code automation platforms or scripting.
• Have previously worked in a SaaS or customer operations environment.

Why should you be interested?

Here's what you will gain from this role:

• Work at the intersection of Operations, Technology, and AI , solving real business challenges.
• Gain mentorship from senior program leaders with a clear path toward Program Management and Operations leadership.
• Own high-impact initiatives that directly influence customer experience and operational excellence.
• Collaborate with Product, Engineering, and Customer Success teams on enterprise-scale SaaS solutions.
• Accelerate your career in a fast-growing global SaaS organization with competitive compensation and performance-driven rewards.

Does this sound like you?

Click the Apply button to let us know!