We are looking for a sharp, structured, and customer-obsessed Process Excellence Manager to join our CX team. This role sits at the intersection of escalation governance, process design, and customer health — built for someone who doesn’t just resolve issues, but builds systems to prevent them.
You will own high-severity escalations end-to-end, align internal SLAs across Tech, Product, and Engineering, and drive continuous improvement across the customer journey. Beyond firefighting, you will identify patterns, design guardrails, and champion a culture of accountability and resolution.
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Own the end-to-end escalation governance framework — from intake classification to structured closure
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Identify root causes across recurring escalations and drive systemic fixes, not just one-off resolutions
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Design and enforce escalation playbooks, severity tiers, and response protocols across teams
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Run post-escalation reviews to capture learnings and translate them into process improvements
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Use data and trend analysis to surface patterns and proactively eliminate repeat failure points
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Report on escalation health, systemic gaps, and improvement initiatives to leadership
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Act as the single point of ownership for all high-severity customer escalations from initiation to closure
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Engage directly with clients to understand concerns, provide clarity, and build confidence under pressure
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Communicate effectively across both business and technical stakeholders — internally and externally
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Drive cross-functional teams (Support, TAMs, Engineering) toward timely resolution with clear prioritization
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Maintain consistent communication cadence, transparency, and accountability throughout the escalation lifecycle
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Close escalations with documented outcomes, customer alignment, and internal learnings captured
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Define and align internal SLAs with Tech, Product, and Engineering teams for faster, more predictable resolution
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Build and maintain escalation governance frameworks, response protocols, and cross-team accountability structures
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Standardize handoff processes between Support, TAMs, and Engineering to reduce resolution friction
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Create and improve CX playbooks, SOPs, and escalation frameworks that bring structure to ambiguous situations
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Ensure SLA commitments are tracked, reviewed, and continuously improved on a regular cadence
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Champion adherence to defined processes and drive a culture of process discipline across teams
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Monitor leading indicators of customer risk — repeated support issues, engagement gaps, sentiment shifts
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Partner with TAMs and Support teams to take preemptive action on at-risk accounts
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Track and improve Customer Health scores across the portfolio
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Proactively manage accounts showing early warning signs before issues escalate
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Drive measurable reduction in escalation volume and severity over time
Performance in this role will be evaluated against the following KPIs:
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Escalation Rate & Reduction — trend in total escalation volume over rolling 30/60/90-day periods
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Mean Time to Resolution (MTTR) — average resolution time across escalation severity tiers
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CSAT Post-Escalation — customer satisfaction measured after closure
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Repeat Escalation Rate — same issue recurring within 30/60/90 days of closure
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SOP & SLA Adherence — % of escalations handled within defined protocols and timelines
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Internal SLA Compliance — cross-team response times vs. committed benchmarks (Tech, Product, Engineering)
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MBA with 3–4 years of experience in Customer Experience, Customer Success, or Support in B2B/SaaS environments
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Proven track record managing L2/L3 escalations or critical account situations
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Strong stakeholder management skills — calm, clear, and confident in high-pressure scenarios
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Ability to communicate with clients in business context, not just technical terms
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Strong capability to articulate business impact and build customer confidence during difficult situations
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Experience collaborating with cross-functional teams (Support, TAMs, Engineering) to drive resolution
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Familiarity with CRM tools such as Salesforce or HubSpot
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Solid understanding of product workflows and technical processes
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Awareness of AI/LLM tools (e.g., OpenAI GPT) and their practical application in CX operations
Kapture is a fast-growing B2B SaaS company redefining customer experience with AI-powered CRM and support automation. You’ll work on complex, high-stakes problems at scale — with direct access to leadership, real ownership, and the opportunity to shape how we serve our customers.
