Customer Delight Manager

Urban Parents Club; Bengaluru South; On-site; INR 450,000 - 550,000; Full time

Job summary

Urban Parents Club in Bengaluru (HSR Layout) is seeking a Customer Delight Manager to own the experience of families and caregivers. This is a full-time, on-site role based in our HSR Layout office.

You will handle difficult calls, document issues, and drive improvements. Candidates who can communicate in English, Hindi, and Kannada are valued; hospitality and frontline operations experience helps.

Qualifications

• CV matters less than how you handle the first difficult call.
• Experience translating care experience into service excellence.
• Ability to manage difficult conversations with families and caregivers.

Responsibilities

• Own every family and every caregiver — from the first nervous call to the month when nobody calls at all.
• Take the hard conversations: a placement not working, a caregiver needing replacement, an upset parent.
• Do the routine checks: day-three check-ins, documenting what went wrong, preventing repeats.
• Tell us what you are hearing so product/process changes reflect real issues.

Skills

People skills

Clear writing

Organised

Multilingual communication (English/H…

Job description

Bengaluru (HSR Layout) · Full-time · Work from office

Customer Delight Manager

₹4.5–5.5 LPA

Your job is to keep people happy.

That's it. Families and caregivers, both. When they're happy, you keep it that way. When something breaks, you fix it — fast, and properly.

This is a hard industry. Things go wrong. A caregiver falls sick on a Monday morning. A placement isn't working out three weeks in. A parent is stuck in traffic and the shift ended ten minutes ago. Someone calls at 11pm about a fever.

You're the person who picks up, and the person who sorts it out.

What you'll do

Own every family and every caregiver — from the first nervous call to the month when nobody calls at all.

Take the hard conversations. A placement that isn't working. A caregiver who needs replacing. A parent who is upset and right.

Do the boring parts too. The day-three check-in. Writing down what went wrong. Making sure it can't go wrong the same way again.

Tell us what you're hearing. What comes up at 11pm should change what we build by month-end.

Who we're looking for

A people person who gets things done. Both halves matter.

You can sit with an angry person without getting defensive. You write clearly — most of this is WhatsApp, in English, Hindi, and ideally Kannada. You're organised enough that nothing slips, and honest enough to say when it did.

Your CV matters less than how you handle the first difficult call. Hospitality, healthcare, teaching, social work, frontline ops — all of it translates. So does having raised a child or cared for a parent.

Who it isn't for

If you want to be measured on tickets closed and call time, this will frustrate you.

If you want clean 9-to-6 boundaries, be honest with yourself now. Childcare emergencies don't keep office hours. We'll protect your time and build a team around you, but the early months will ask a lot.

If people tire you out, don't apply. This is people, all day.

Why us

Small, funded, early team in HSR Layout. We place vetted, trained, insured caregivers with families — and give the women doing this work the documented record they've never had.

You'll report to the founders, because delight belongs with the founders. You'll have real authority to fix things, including spending money to make something right without asking first.

The details

₹4.5–5.5 LPA, depending on experience. Full-time, from our office in HSR Layout — this isn't a remote role. You'll be in the room with the founders every day.