Customer Experience Supervisor

About the role

Kapture CX is seeking a Supervisor for its Customer Experience team in Bengaluru. You will lead day‑to‑day operations, ensure high‑quality support across multiple channels, and drive continuous improvement.

Key responsibilities

• Manage and mentor a team of Customer Experience Specialists, fostering performance and development.
• Monitor and improve support KPIs such as response time, resolution time, CSAT, and SLA adherence.
• Handle escalated customer issues to maintain a seamless experience.
• Collaborate with Product, Engineering, and Customer Success teams to resolve complex problems and refine workflows.
• Create and maintain SOPs, troubleshooting guides, and internal knowledge bases.
• Analyze recurring issues, identify trends, and communicate product or process gaps to stakeholders.

Required profile

• 4–8 years of experience in Customer Support, Technical Support, or Customer Service operations.
• 1.5–2 years of experience leading or supervising a support team.
• Proven ability to manage escalations, performance, and support operations.
• Comfortable working in a fast‑paced, customer‑focused environment.

Required skills