Senior Team Lead – CX

Senior Team Lead – CX

At Kapture CX, we are looking for a Senior Team Lead – CX in our Customer Experience (CX) 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 a Senior Team Lead – CX, you will ensure high availability, reliability, and performance of our SaaS platform. Beyond day-to-day ticket resolution and incident management, you will build dashboards, internal utilities, and automated workflows that reduce toil and drive operational excellence. You will bridge development and operations, using technical depth to not just resolve issues but systematically eliminate them.

Sounds interesting?

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

• Resolve production incidents and customer-reported issues end-to-end, including triage, resolution, and post-incident review.
• Build and maintain observability dashboards using Grafana, centralised logging, or equivalent tools to give engineering and product teams real-time visibility into platform health and failure patterns.
• Develop internal scripts and utilities to handle bulk or recurring issues at scale, reducing ticket volume and manual effort over time.
• Drive RCA for major incidents, identify systemic root causes, and ensure preventive actions are implemented in collaboration with Product and Engineering.
• Analyse ticket trends and platform telemetry to surface patterns and translate them into actionable inputs for the right team.
• Manage key customer engagements by building trusted relationships, overseeing critical escalations, understanding customer needs, and partnering with internal teams to deliver effective solutions and improve customer outcomes.
• Validate API behaviour across client → gateway → backend chains and clearly distinguish client-side failures such as payload, authentication, and headers from server-side issues such as latency, errors, and downtime.

What does success look like in this role?

Success in this role means reducing MTTR for critical and high-priority issues, maintaining SLA adherence, and eliminating recurring tickets through tooling, automation, and permanent fixes while improving people and team health, customer satisfaction, and processes.

What would make you a good fit for this role?

Here are the basic requirements:

• You have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• You have 4–5 years of experience in a technical analyst, application support, or platform operations role.
• You have proficiency in observability tooling such as Grafana, centralised log management, or equivalent.
• You have strong knowledge of APIs, REST services, and HTTP semantics, including status codes, retries, timeouts, and throttling.
• You have experience writing scripts or utilities using Python, SQL, or equivalent technologies to automate analysis or bulk remediation.
• You have hands-on experience with ticketing systems such as Jira, ServiceNow, or Zendesk and API testing tools such as Postman or equivalent.

What are the most critical skills for this role?

• Observability & Dashboarding: You can design monitoring views that surface the right signals for engineering and business stakeholders.
• Utility Development: You can write tools that solve operational problems at scale rather than addressing only one ticket at a time.
• API & Integration Tracing: You can trace end-to-end flows and isolate failure ownership across client, gateway, and backend layers.
• Pattern Recognition: You can move from individual incidents to systemic insights and identify when a ticket is a symptom rather than the root cause.
• Cross-functional Communication: You can translate technical findings into precise, timestamped artefacts that engineering teams can act on immediately.

You will have an advantage if you:

• You have experience building automation and internal utilities that reduce recurring operational effort.
• You have experience analysing platform telemetry and ticket trends to identify systemic issues.
• You are comfortable managing critical customer escalations and partnering with Product and Engineering teams to drive effective solutions.

Why should you be interested?

Here’s what you will gain from this role:

• The opportunity to work at the intersection of customer experience, development, and platform operations.
• The opportunity to build dashboards, utilities, and automated workflows that create measurable operational impact.
• The opportunity to drive systemic improvements rather than simply resolving individual incidents.

Does this sound like you?

Click the Apply button to let us know!