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. •