Associate - Customer Experience Excellence

Company Description

M is transforming the way households manage their chores, ensuring that no householder has to handle the burden of household tasks alone. Focused on addressing the most overlooked pain points of modern urban living, M leverages AI to create a seamless and reimagined way to manage the home. With a mission to make modern living frictionless, we are building a new category of innovative solutions that redefine how people interact with services in their daily lives. Our vision is to become an integral part of urban households, inspiring our users to say, Don't tell me, tell M.

Job Description

Associate, Customer Experience Excellence

M (TellM - Curious) | Indiranagar, Bangalore | Work from Office

Location: Indiranagar, Bangalore (Work from Office)

Shifts: 5am–2pm or 2pm–11pm

Working Days: 5 days/week (weekends included)

We are building a team of exceptional House Managers who enjoy organizing chaos, solving real-time household problems, and making everyday life simpler for our clients. If you've worked in hospitality, operations, concierge, CX, EA/PA roles or even managed a household like a pro — we'd love to talk.

You will manage daily operations for a cluster of households and ensure everything runs smoothly, calmly, and reliably. This is a high-trust, high-ownership role where you coordinate people, solve operational problems, and quietly make households work beautifully in the background.

What You'll Do

Handle requests fast

Families message on WhatsApp for groceries, maintenance, services, and last-minute changes. You respond quickly and ensure seamless execution.

Coordinate everyone

Cooks, plumbers, electricians, delivery partners, cleaners, and vendors - you follow up, ensure quality, and meet timelines.

Anticipate needs

Track inventory, notice patterns, and restock before anyone asks. Spot issues before the client does and fix them proactively.

Build the system

Document interactions, identify inefficiencies, and turn chaos into repeatable processes that become our operational playbook.

Make moments count

Guest stays, birthday setups, special occasions, and unique household requests — you deliver care, not just service.

Who you are

• Experienced in CX, operations, concierge, hospitality, PA/EA, premium retail, or startups (2–5 years preferred)
• Strong communicator (WhatsApp will be your primary tool)
• High ownership and problem-solving mindset
• Extremely organized and detail-oriented
• Calm under pressure and comfortable with last-minute changes
• Proactive and dependable in execution
• Comfortable using Google Sheets, WhatsApp, and basic tracking tools
• Willing to work weekends and from our Indiranagar office
• Homemakers with strong household management skills and the bandwidth to commit to running more households are also encouraged to apply.

Reality Check

This is a 0→1 startup role.

We are figuring things out as we go. You will troubleshoot on the fly, occasionally run errands, coordinate multiple moving parts, and help build systems that we will scale later. Things may not always be perfectly defined. Processes will evolve. Priorities will shift.

If you need everything structured and predictable from day one, this role may not be the right fit.

If you enjoy building, solving problems, and creating order out of chaos, you'll thrive here.

Bonus Points

• Background in luxury hospitality or high-touch customer experience
• Hindi or Kannada fluency
• Vendor management experience
• Experience working in startups or unstructured environments
• Early leadership mindset (asks why, spots gaps, fixes problems proactively)

If this sounds like something you'd be good at, please complete the short assessment below :

This isn't a test of right or wrong answers. We're mainly looking at your thinking, clarity, and approach.

Assessment link: https://forms.gle/WXsCkgcsYH5SX3f57

It should take around 30-40 minutes to complete. Once you submit, We'll review your responses and reach out with next steps!