Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST
paytm · Posted Oct 16
Mobile payments, digital wallets, banking solutions, and financial services
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About the role
Paytm's CST Travel team handles customer queries and complaints for flight, bus, and train bookings across its travel platform. The team acts as the brand's voice on social media and works with GDS and LCC airline booking, refund, and reissue processes. This role resolves social media escalations end to end on X, Facebook, Instagram, and LinkedIn, acting on bookings and PNRs and working Freshdesk tickets and calls when required.
What you will 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.
Skills used in this role
What the employer is looking for
- 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.
Preferred qualifications
- Experience with social listening or ORM tools.
- Fluency in a regional language.
Benefits and support
- Compensation and benefits are detailed in the job posting
About paytm
Paytm is India's leading financial services company offering full-stack payment solutions, digital wallets, QR codes, and financial services to consumers and merchants. The platform provides comprehensive digital inclusion via UPI payments, banking services distribution, merchant devices, and lending solutions. Operating under its parent firm One97 Communications, Paytm has scaled its operations into a robust profitability-driven ecosystem.
- Industry
- FinTech
- Company size
- 10001+ employees
- Founded
- 2010
- Location
- Noida, Uttar Pradesh, India
- Funding stage
- Public Company
Funding
Public Company · $4.91B raised
- 2023-08-28Late Stage$246.34M
- 2020-11-20Angel$1.26M
- 2019-12-06Series H$673M
- 2018-08-27Series G$300M
Leadership
Founder & Chief Executive Officer
Chief Technology Officer
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