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

Role overview

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

Employment details

• 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.
• Location: Bengaluru [Karnataka]

About the employer

• 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!!