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Customer Experience Director

2 months ago

Noida, Uttar Pradesh, India STAGE Full time

About the Opportunity

At STAGE, we're seeking a Customer Experience Director to play a pivotal role in resolving customer pain points, managing support teams, and driving customer satisfaction. You will work closely with cross-functional teams to ensure customer feedback informs our product and content strategy, while fostering strong customer relationships to optimise user experience and drive success metrics.

Key responsibilities:

  • Effectively resolve customer pain points through our existing support channels
  • Lead and drive operational excellence for the Customer Success function at STAGE
  • Own key customer success metrics - CSAT, NPS, contact rate, and others
  • Be the voice of the customer - synthesise and communicate insights from customer tickets to inform product and content roadmap
  • Manage in-house and third-party support teams
  • Foster positive relationships with customers, acting as a trusted advisor and advocate

You Should Apply If You Have :

  • Minimum 3 years of work experience in customer success or operations roles in a B2C organisation
  • Exceptional amounts of empathy for customers and their pain points
  • Excellent communication, interpersonal, and presentation skills
  • Good problem-solving and analytical skills (knowledge of Excel/Google sheets is a must)
  • Bachelor's degree in any discipline
  • Deep understanding of customer relationship management (CRM) best practices

Join a dynamic team at STAGE

As a Customer Experience Director, you will be part of a collaborative and innovative team that is passionate about delivering exceptional customer experiences. We're committed to fostering a culture of continuous improvement, and we're looking for someone who shares our values and is eager to contribute to our mission.