Lever ·
full-timeSocial Media Escalations (support) - Team Lead / Assistant Manager - Travel CST
Paytm · Bengaluru, Karnataka
Paytm is a prominent Indian mobile payments and financial services distribution company focused on integrating small businesses into the mainstream economy through technology. This role, based in Bengaluru, involves managing social media escalations for the company's travel division. As a Team Lead or Assistant Manager, you will serve as the primary voice for customer support across platforms like X, Facebook, Instagram, and LinkedIn. Day-to-day responsibilities include resolving complex queries related to flight, bus, and train bookings, such as cancellations, refunds, and ticketing issues. You will be expected to manage end-to-end escalations by coordinating with internal operations, product, and technical teams to ensure swift resolution. The position requires a candidate with hands-on experience in GDS and LCC booking processes, as well as a strong background in customer support within the travel industry. You must be comfortable handling high-pressure situations, possess excellent written communication skills for public-facing interactions, and be prepared to work in a rotational 24x7 shift environment.
Education
- Level: Bachelor's degree
Key Skills
Notes
['Rotational shifts in a 24x7, 6-day-week team']
Experience required
1-2 years experienceAbout the Role You’ll be CST Travel’s voice on social media. Resolve customer queries and complaints regarding flight, bus, and train bookings quickly and completely. 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, work Freshdesk tickets and calls when required. Own escalations end‑to‑end, coordinating with Operations, Product, and Tech. Call back dissatisfied customers to recover the experience. Flag recurring issues and share feedback with the Social Media Manager. Meet first‑response real‑time targets and resolve 95% of cases within 2 days with high CSAT. Requirements 1‑2 years of customer support experience in a travel agency or OTA; flight experience essential, bus/train a plus. Hands‑on knowledge of GDS and LCC booking, refund, and reissue processes. Excellent written English, calm empathetic tone, good phone etiquette and objection‑handling skills. Comfort with CRM or ticketing tools; Freshdesk preferred. Willingness to work rotational shifts in a 24x7, 6‑day‑week team. Nice to have experience with social listening or ORM tools and fluency in a regional language. Eligibility None specified.
Skills for this role
Required skills
Also mentioned in the listing
| Role | Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST |
|---|---|
| Company | Paytm |
| Location | Bengaluru, Karnataka |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-16 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST at Paytm: frequently asked questions
- Who can apply for the Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST role at Paytm?
- The listing asks for Bachelor's degree; 1-2 years of experience.
- What skills does the Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST role require?
- The listing highlights Freshdesk, CRM, Social Listening, ORM, GDS, LCC Booking, Customer Support, English Communication, Phone Etiquette, Objection Handling. Show each of these in a project or past role on your resume.
- What is the salary for this role?
- Paytm has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST position remote, hybrid or onsite?
- The listing marks this role as onsite, with Bengaluru, Karnataka as the location.
- What is the application deadline?
- Paytm has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Social Media Escalations (support) - Team Lead / Assistant Manager - Travel CST role?
- Use the Apply button on this page. It opens the original listing on jobs.lever.co, where you submit your application with the company.
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