Job Description

About the role-
Own end-to-end customer experience for 10M+ users across 5 regional languages (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi). Build systems that reduce churn and increase delight -- not just support tickets.
Location: Noida, STAGE HQ
Company: STAGE OTT
Reports to: CEO
The Mission-
STAGE is an Entertainment Platform for India's Regional Cultures.
We exist to celebrate, represent, and elevate the stories, emotions, and identities that define India -- across regions, communities, and cultural worlds that mainstream entertainment has historically under-represented.
The Customer Experience function ensures that this promise is kept every single day.
We are looking for a Custodian of Experience -- someone who owns how users feel, interact, trust, and stay on STAGE.
You will own the end-to-end Customer Experience, from first onboarding to subscription renewal, across all regional markets. Your mandate is to build an experience that is frictionless, human, culturally aware, and trustworthy -- at scale.
What You Will Own (Non-Negotiable)
This role owns the quality of the user's experience, not just customer support.
You are the final authority on:
How STAGE listens to its users
How STAGE solves user problems
How STAGE designs and improves user journeys
What erodes trust -- and what builds loyalty
The systemic fixes that reduce churn and increase delight
Your mandate spans Support + Insights + Experience Design + Retention Influence.
Key Responsibilities:
1. Voice of Customer & Insights (Experience Intelligence Engine)

• Build STAGE's Voice of Customer (VoC) system -- the single source of truth on what users love, hate, and struggle with.

• Analyse support tickets, churn patterns, NPS, CSAT, reviews, social sentiment, and behavioural data to identify root causes.

• Present a weekly CX Insights Deck to leadership with sharp, prioritised recommendations.

• Influence Product, Tech, Content, and Marketing roadmaps with CX insights.

• You are the internal advocate of the user, with authority to push for what truly matters.

2. Support Excellence (Reactive CX)

• Own all customer support channels (chat, email, WhatsApp, social escalations).

• Build strong SOPs, macros, training frameworks, and QA systems for consistent support quality.

• Reduce First Response Time (FRT), Resolution Time (TAT), and unnecessary escalations.

• Create structure, clarity, and empathy in every user interaction.

• Support is your foundation, not your function.

3. Experience Design & Journey Optimization (Proactive CX)
CX is responsible for designing experiences that avoid issues before they occur. Map and continuously improve the end-to-end user journeys:
Onboarding
Content discovery
Subscription flows
Payment flows
Renewals
Cross-region language journeys
Identify friction points and partner with Product & Design to remove them.
Build interventions that decrease drop-offs and increase activation.
Your job is to remove cognitive load and confusion from STAGE's user experience.
4. Retention & Trust Building (Outcome CX)

• Understand why users churn -- deeply, not just superficially.

• Build churn-prevention strategies with CRM and product teams.

• Own customer education, nudges, troubleshooting flows, and in-app help systems.

• Build regional-language support capabilities that make users feel understood, not dismissed.

• Shape "surprise & delight" programs for superfans and loyal users.

• Your job is to create experiences that people return to -- not leave.

5. CX Infrastructure, Systems & Governance (Operational Excellence)
Build a CX Command Center -- real-time dashboard for issues, outages, sentiment, and spikes.
Implement scalable tools for:

• Ticketing

• Issue tagging

• Self-service support

• Feedback collection

• WhatsApp automation

• Ensure every CX activity is measurable, traceable, and improvable.

You create the systems that make the CX engine run predictably and with quality.
Who You Are

• You are obsessed with user trust, clarity, and empathy as business levers.

• You operate at the intersection of data, empathy, and design thinking.

• You are a systems builder -- not a firefighter.

• You thrive on diagnosing root causes, not patching symptoms.

• You can zoom out to design a multi-quarter experience roadmap -- and zoom in to rewrite a confusing FAQ.

• You are strong enough to challenge founders and product leaders with user truth -- backed by data and clarity.

• You have led CX teams before, but remain hands-on when needed.

Requirements

• 8-12+ years in Customer Experience, Consumer Operations, Service Design, CX Strategy, or a similar role in consumer-tech

Proven ownership of:

• CX strategy

• Support operations

• Experience/journey improvements

• User insights & feedback systems

• Experience in OTT, fintech, food delivery, mobility, e-commerce, or any large-scale consumer business is a strong advantage.

• Deep analytical ability + strong communication + calm, structured problem-solving.

• Experience working closely with Product, Engineering, Content, and Marketing teams.

• Demonstrated ability to design CX systems, not just manage support teams.

• Hindi fluency is mandatory; familiarity with regional languages and cultural contexts (Haryanvi, Rajasthani, Bhojpuri, Gujarati, Marathi) is a strong plus and will be prioritized.

This Role Is NOT For

• Pure support managers or ticket-processing supervisors.

• People who want to "manage escalations" instead of redesigning systems.

• Reactive operators who prefer firefighting over system-building.

• Candidates who cannot influence product and business teams with clarity and rigor.

Why This Role Matters
Customer Experience is not a back-office function at STAGE. It is a core confidence driver of the business.
This role will define whether STAGE becomes:

• Just another streaming app that users churn from, or

• A trusted, delightful entertainment platform that people feel proud to return to.

Your work will directly impact:

• Retention

• Churn reduction

• Subscription growth

• Brand trust

• App ratings

• Word-of-mouth

You are the custodian of user happiness and trust.

Skills Required