Analyst – Customer Experience

CX (Customer Experience) | 1–3 years | Full Time | Bangalore

Role Name: Analyst – Customer Experience

At Kapture CX, we are looking for an Analyst – 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 has 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 an Analyst – Customer Experience, you will support the day-to-day customer and operational activities on the Kapture platform. Depending on the account assigned, your responsibilities may include supporting customer workflows, resolving operational and technical issues, managing reports and dashboards, supporting AI and bot operations, campaign management, implementation activities, and building utilities and automation to improve operational efficiency.

You will work closely with Customer Experience, Technology, Product, and other cross-functional teams to execute customer requirements, troubleshoot issues, analyse operational data, maintain platform performance, and improve the efficiency and quality of customer operations.

Sounds interesting?

Here’s What You Will Do In This Role

Technical Expertise

Monitor platform operations, including system health, production issues, availability, and performance.Troubleshoot technical issues across application, API, and integration flows.Validate API behaviour across client, gateway, and backend layers, including payloads, authentication, headers, status codes, latency, and errors.Use tools such as Grafana and centralized logging to monitor platform health and investigate issues.Support Root Cause Analysis (RCA) for production and recurring issues and assist in identifying preventive actions.Test complex issues, changes, and fixes to ensure expected system behaviour.Analyse operational metrics and build and maintain relevant business and operational dashboards.Support AI and bot operations, including monitoring, troubleshooting, and other day-to-day operational activities, as applicable to the assigned account.Build and maintain scripts, utilities, and automated workflows using Python, SQL, or equivalent technologies to reduce repetitive operational tasks and manual effort.Identify opportunities to automate recurring checks, issue analysis, reporting, and other repetitive operational activities.Contribute to permanent fixes, utilities, automation, and process improvements that reduce recurring issues and operational effort.

Client Engagement

Understand customer workflows and account requirements to support effective execution of assigned activities.Support customer-reported issues by understanding the problem, gathering relevant information, and coordinating with the appropriate teams.Build customer trust through timely communication, accurate information, and effective follow-through.Work with Customer Experience and other customer-facing teams to provide relevant technical and operational updates.Contribute to knowledge management by maintaining accurate documentation of customer workflows, issues, processes, and solutions.

Project & Delivery Management

Collaborate with Tech, Product, CX, and other relevant teams to resolve customer and operational issues.Execute assigned activities in accordance with defined SOPs, processes, and timelines.Maintain accurate documentation of operational activities, issues, processes, and resolutions.Support implementation activities, deployment validation, production release monitoring, and other account-specific delivery requirements, as applicable.Take ownership of assigned automation and operational optimisation initiatives and ensure timely completion.Follow established processes and escalate issues appropriately when additional technical or functional support is required.

Business Acumen

Perform analysis of customer, account, and operational data to generate actionable insightsMaintain and develop reports and dashboards based on account and business requirements.Track relevant operational metrics and ensure reports and dashboards are accurate and updated within defined timelines.Execute account-specific reporting and campaign management activities, where applicable.Analyse data and reporting inputs to support customer insights and operational reviews.

What does success look like in this role?

Success in this role will depend on the activities and responsibilities assigned to the account. This may include:

Completing assigned customer, operational, technical, reporting, or implementation activities accurately and within defined timelines.Resolving or appropriately escalating customer and production issues within defined SLAs, where applicable.Maintaining accurate and timely reports and dashboards that provide visibility into account and operational performance.Ensuring reliable execution of AI and bot operations, campaign management, implementation activities, or other account-specific responsibilities, where applicable.Building utilities and automation that reduce repetitive manual work and operational effort.Identifying recurring issues and contributing to preventive fixes and process improvements.Maintaining accurate documentation and following defined SOPs and processes.Working effectively with CX, Tech, Product, and other teams to ensure smooth execution and resolution of issues.

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 1–3 years of experience in Customer Experience, Analytics, technical support, application support, SaaS operations, or a similar role.You have an understanding of APIs, REST services, and basic HTTP concepts.You have hands-on experience with or exposure to reports, dashboards, and basic data analysis.You have an analytical approach to troubleshooting and problem solving.You are comfortable working with SOPs, documentation, and structured operational processes.You have experience working with cross-functional teams and coordinating on customer or operational requirements.You have exposure to ticketing, API testing, monitoring, reporting, AI/bot operations, campaign management, implementation, or similar account-specific activities.You have experience with or exposure to Python, SQL, or equivalent scripting tools for analysis or automation.

You Will Have An Advantage If You

Have experience working in a SaaS or enterprise technology environment.Have exposure to AI-powered products, chatbot/bot operations, or automation.Have experience creating or maintaining reports, dashboards, or operational MIS.Have experience with Grafana, centralized logging, or other monitoring tools.Have experience with Postman or similar API testing tools.Have experience with Python, SQL, or scripting for automation and analysis.Have experience supporting implementation, deployment validation, or production release activities.Have experience with campaign management or other account-specific operational activities.Have experience building utilities or automating repetitive operational tasks.Have experience identifying recurring issues and contributing to preventive fixes.

Why should you be interested?

Here’s What You Will Gain From This Role

Opportunity to work on a large-scale SaaS platform and enterprise customer environments.Exposure to a broad range of Customer Experience and technical operations depending on the account assigned.Opportunity to work across customer workflows, technical troubleshooting, reporting and dashboards, AI and bot operations, campaign management, and implementation.Exposure to cross-functional collaboration with Customer Experience, Technology, Product, and other teams.Opportunity to build utilities and automation that reduce manual effort and improve operational efficiency.Opportunity to develop both technical and business understanding while solving real customer and operational challenges.Opportunity to make a measurable impact on customer experience and the efficiency of customer operations.