Director - Customer Experience
Kapture CX
Director - Customer Experience at Kapture CX is a full time role based in Bengaluru, KA, India. The listing asks for 8–12 yrs of experience. Listed skills: troubleshoot, Technical Knowledge, people management, API, Product Knowledge and Support. It was published on 25 June 2026 and was open at last check.
| Role | Director - Customer Experience |
|---|---|
| Company | Kapture CX |
| Location | Bengaluru, KA, India |
| Employment type | Full Time |
| Experience asked | 8–12 yrs |
| Skills listed | troubleshoot, Technical Knowledge, people management, API, Product Knowledge and Support |
| Published | 25 June 2026 |
| Status | Open at last check |
Role Name: Director - Customer Experience
At Kapture CX, we are looking for a Director - 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, 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?
As the Director - Customer Experience, you will lead a high-impact team that sits at the intersection of customer experience and technology. You’ll ensure our customers stay delighted and continuously realize value by driving fast, effective, and technically sound resolutions, as well as improving adoption —while building strong, trusted relationships with key stakeholders.
Sounds interesting?
Here’s a more detailed description of what you will do in this role:
- You will lead, mentor, and scale a team of Customer Experience Manager focused on delivering exceptional customer outcomes - leading to high retention
- You will drive rapid and high-quality resolution of customer issues, ensuring technical accuracy and strong communication throughout
- You will be the customer’s voice in the organization and act as a strategic partner to key customers, building deep relationships and proactively identifying opportunities to improve their experience
- You will own operational excellence and governance - cadence of QBRs/MBRs, account planning, SOP adherence and escalation management
- You will collaborate closely with Sales, Tech, Support and Implementation teams to drive expansion, resolve complex issues, and influence product improvements
- You will define and track key metrics around customer satisfaction, adoption/usage, response times, and resolution effectiveness, continuously improving team performance
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. This role requires regular travel to client locations..
What does success look like in this role?
You consistently deliver high customer satisfaction, build a strong and scalable TAM function, and become a trusted bridge between customers and internal teams.
What would make you a good fit for this role?
Here are the basic requirements:
- You have 8–12 years of experience in Customer Success, Customer Experience Manager , or Support within a SaaS environment
- You have managed and scaled high-performing teams in customer-facing roles
- You are comfortable navigating technical products and can quickly understand product nuances, custom deployments and integrations
- You have strong experience working with enterprise customers and managing multiple stakeholders
What are the most critical skills for this role?
- You communicate clearly and confidently, especially in high-pressure customer situations
- You excel at stakeholder management and can influence both internal and external stakeholders effectively
- You have strong problem-solving skills and can break down complex technical issues into actionable solutions
- You bring a customer-first mindset and are deeply committed to delivering great experiences and business outcomes
You will have an advantage if you:
- You have prior experience in CX, CRM, or automation platforms
- You have worked closely with Product and Engineering teams to drive adoption/usage, issue resolution or product enhancements
- You are familiar with value realization, adoption & support metrics, SLAs, and escalation management frameworks
Create your free OnJob profile to apply — we'll take you to Kapture CX's application after sign-up. · Posted 25 Jun 2026.
Director - Customer Experience at Kapture CX — questions answered
What does the Director - Customer Experience role at Kapture CX pay?
Kapture CX does not publish a salary on this Director - Customer Experience listing, so OnJob shows no figure for it rather than an estimate. For what this role pays across the market, the OnJob salary guides aggregate the live listings that do disclose pay.
Where is the Director - Customer Experience role at Kapture CX based?
Kapture CX lists this Director - Customer Experience role in Bengaluru, KA, India, advertised as full time work at that location and asking for 8–12 yrs of experience. Larger employers sometimes cover several sites under one city name, so confirm the exact office with Kapture CX before you apply.
What skills does the Director - Customer Experience role at Kapture CX require?
The Director - Customer Experience at Kapture CX listing names troubleshoot, Technical Knowledge, people management, API, Product Knowledge and Support. Those are the skills the employer put on the posting itself, so they are the ones worth matching in your profile and covering first in an interview.
How much experience do you need for the Director - Customer Experience role at Kapture CX?
Kapture CX asks for 8–12 yrs of experience on this Director - Customer Experience posting, alongside troubleshoot, Technical Knowledge and people management. Employers commonly consider candidates slightly under a stated band when the listed skills line up.
Is the Director - Customer Experience role at Kapture CX still open?
The Director - Customer Experience posting at Kapture CX was open at OnJob's last check of the employer's careers page, having been published on 25 June 2026. OnJob re-checks source listings on each build and marks a role closed once it disappears, but listings can close without notice, so the employer's own page is the final word.
How do you apply for the Director - Customer Experience role at Kapture CX?
Apply to the Director - Customer Experience at Kapture CX role through OnJob with a free profile: OnJob scores your fit against the listing, shows the skills lowering that score, and submits an ATS-ready profile to Kapture CX's own application page. Creating a profile is free and needs no card.
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