CST - Team Lead - Email CST

Paytmpayments; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Paytm's Grievance Redressal Team seeks an experienced professional to manage customer grievances, escalations, and regulatory complaints across voice and written channels. You will drive end-to-end case resolution, prepare RCAs, and coordinate with stakeholders for timely, compliant outcomes.

This role emphasizes precise written communication, regulatory awareness, and the ability to maintain high customer satisfaction while upholding brand standards in a fast-paced digital payments environment.

Qualifications

• 1-3 years of experience in email support, grievance handling, or regulatory escalation.
• Excellent written communication and drafting skills.
• Strong analytical and problem-solving abilities.
• Experience with ticketing systems and queue management.
• Ability to coordinate with multiple stakeholders and meet regulatory timelines.
• Knowledge of banking, lending, or financial services regulatory processes is a plus.

Responsibilities

• Handle customer complaints, grievances, and escalations received through email and ticketing platforms.
• Manage regulatory complaints from GRO, Nodal, Ombudsman, and other authorities.
• Close cases timely within defined SLA/TAT while ensuring compliance.
• Coordinate with internal teams, lenders, and stakeholders to obtain RCAs and resolutions.
• Prepare accurate case summaries and regulatory responses for authorities.
• Maintain complete documentation and adhere to policies and compliance.
• Ensure brand-consistent written communication, including tone and terminology.
• Meet daily productivity and quality targets while preserving customer satisfaction.

Skills

Email support

Grievance handling

Regulatory escalation

Written communication

Stakeholder coordination

Ticketing systems

Tools

Ticketing software

Job description

About Us:

Paytm is India's leading financial services company that offers full-stack payments & financial solutions to consumers, offline merchants, and online platforms. The company is on a mission to bring half a billion Indians into the mainstream economy through payments, commerce, banking, investments, and financial services.

One97 Communications Limited that owns the brand Paytm is founded by Vijay Shekhar Sharma.

About the Team:

The Grievance Redressal Team manages customer grievances, executive escalations, and regulatory complaints through voice, email, and ticketing channels. As a regulated reporting function, the team ensures timely, accurate, and compliant resolutions while upholding the highest standards of quality and customer experience.

About the Role:

Manage customer grievances, executive escalations, and regulatory complaints across voice and written channels. Drive end-to-end case resolution through customer engagement, RCA preparation, stakeholder coordination, and regulatory reporting while ensuring timely, compliant, and high-quality outcomes.

Expectations / Requirements:

1. 1: Handle customer complaints, grievances, and escalations received through email and ticketing platforms.
2. 2: Manage regulatory complaints received through channels such as GRO, Nodal, Ombudsman, and other regulatory authorities.
3. 3: Ensure timely closure of cases within the defined SLA/TAT while maintaining regulatory compliance.
4. 4: Coordinate with internal business teams, lenders, and stakeholders to obtain RCAs and resolutions.
5. 5: Prepare accurate case summaries, regulatory responses, and reports for submission to regulatory authorities.
6. 6: Maintain complete documentation and ensure adherence to internal policies and compliance requirements.
7. 7: Ensure brand consistency in written communication, including tone, accuracy, and financial/legal terminology.
8. 8: Meet daily productivity and quality targets while maintaining high customer satisfaction.

Superpowers / Skills That Will Help You Succeed:

1. 1: 1-3 years of experience in email support, grievance handling, complaint management, or regulatory escalation handling.
2. 2: Excellent written communication and drafting skills.
3. 3: Strong analytical and problem-solving abilities.
4. 4: Experience working with ticketing systems and queue management.
5. 5: Ability to coordinate with multiple stakeholders and manage regulatory timelines.
6. 6: Knowledge of banking, lending, financial services, or regulatory complaint handling will be an added advantage.

Why Join Us:

1. 1. A collaborative output driven program that brings cohesiveness across businesses through technology.
2. 2. Improve the average revenue per use by increasing the cross-sell opportunities.
3. 3. A solid 360 feedback from your peer teams on your support of their goals

Compensation :

If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants - and we are committed to it. India's largest digital lending story is brewing here. It's your opportunity to be a part of the story!