Product Lead - CX

About Us
Scapia, a card that takes you places We turn everyday spends into travel experiences - so the coffee runs, the grocery bills, and the weekend splurges all quietly add up to the next trip. We're a team of passionate builders who brainstorm hard, debate harder, and don't stop until we're proud of what we've shipped. Customer delight comes first, and we've built a culture of honesty and ambition that sets everyone up to do the best work of their careers.

About the Role
All of us have heard legendary CX stories from the best brands/companies in the world. Someone loses their wallet halfway across the world, and they have a recent card in their hands before the day is out. A family lands at midnight, and the hotel can't find their booking; one call later, they're in a better room with the cab fare covered.

You will own it end to end:
- The service experience across every business line and channel, designed from first principles.
- AI agents that resolve, not deflect.

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- A voice-of-customer engine that shapes what the whole company builds next.





Most companies treat service as a cost. We think it's the biggest product opportunity to improve retention and grow. Come prove us right.
What You'll Do
- Design the service experience end to end. Co-own the service experience design and service policies across all of Scapia's offerings - you set the bar for what "delightful" means when things go wrong.
- Build an AI-native service experience that is faster, simpler, and genuinely delightful across every channel - not a chatbot bolted onto an existing process, but service reimagined with AI at its core.
- Ship AI agents that actually resolve issues. Build agents that solve the vast majority of customer queries end-to-end - with the empathy and judgment customers deserve, not scripted deflection.
- Superpower the humans. Build AI-native tools for our associates so every human touchpoint is faster, more informed, and better equipped to turn a frustrated

📌 Product Lead (Bengaluru)
🏢 Scapia
📍 Bengaluru