Social Media Escalations Team Lead - Travel Customer Support

Paytm Services Private Limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Paytm Services Private Limited is seeking a Team Lead / Assistant Manager for Social Media Escalations (Travel CST). The role acts as CST Travel's voice on social platforms, resolving queries about flight, bus, and train bookings with empathy and speed.

You will own end-to-end escalations, collaborate with Operations, Product, and Tech, and ensure first response is real-time with high CSAT. Rotational shifts in a 24x7, 6-day workweek are expected.

Qualifications

• Minimum 1–2 years in customer support at a travel agency or OTA.
• Hands-on knowledge of GDS and LCC booking, refunds, and reissues.
• Excellent written English for public-facing replies.
• Willingness to work rotational shifts in a 24x7, 6-day-week team.
• Comfort with CRM or ticketing tools; Freshdesk preferred.

Responsibilities

• Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times.
• Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains.
• Action bookings and PNRs directly, and work Freshdesk tickets and calls when required.
• Own escalations end to end, coordinating with Operations, Product, and Tech until they are closed.
• Call back dissatisfied customers to recover the experience.

Skills

Customer support experience

GDS/LCC knowledge

Excellent written English

Freshdesk familiarity

Tools

Freshdesk

Job description

Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST

About Us : Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm's mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.

About the role You'll be CST Travel's voice on social media. You'll resolve customer queries and complaints regarding flight, bus, and train bookings quickly and completely, so customers never need to reach out twice.

What you'll do

• Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times.
• Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains.
• Action bookings and PNRs directly, and work Freshdesk tickets and calls when required.
• Own escalations end to end, coordinating with Operations, Product, and Tech until they are closed.
• Call back dissatisfied customers to recover the experience.
• Flag recurring issues and share customer feedback with the Social Media Manager so root causes get fixed.

What success looks like

First response: real-time. 95% of cases resolved within 2 days. High CSAT, with no avoidable escalations or reopened cases. Consistent quality scores and adherence to process timelines.

What you need

• At least 1 - 2 year in customer support at a travel agency or OTA.
• Flights are essential; bus and train experience is a plus.
• Hands-on knowledge of GDS and LCC booking, refund, and reissue processes.
• Excellent written English for public-facing replies, with a calm, empathetic tone under pressure.
• Good phone etiquette and objection-handling skills.
• Comfort with CRM or ticketing tools; Freshdesk is preferred.
• Willingness to work rotational shifts in a 24x7, 6-day-week team.
• Nice to have Experience with social listening or ORM tools.
• Fluency in a regional language.

Why join us:

We offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the diverse backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong. Most importantly, for us Work is Fun!!

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! democratize credit for deserving consumers & merchants – and we are committed to it. India's largest digital lending story is brewing here.