Hotel Operations - Team Lead - Paytm Travel

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. Our mission is to serve half a billion Indians and bring them into the mainstream economy with the help of technology.

We are looking for a CST Team Lead to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support - front office, guest relations, reservations, hotel contact centre, or hotel OTA support - and can lead a team that delivers calm, clear service across phone, email, chat, and social.

You don't need deep flights experience on day one. What matters is strong customer handling, ownership of escalations, and the ability to learn travel workflows quickly.

Lead exceptional service across phone, email, chat, and social channels

Handle escalated and complex customer issues with empathy, clarity, and closure

Spot trends in complaints and feedback drive fixes with the team and stakeholders

Use CRM and customer-service tools confidently coach others on quality and tone

Improve moments that raise CSAT / NPS and cut repeat contacts

Guide day-to-day floor/team performance: quality, productivity, escalations, and SLAs

Run huddles, feedback, and simple process improvements that lift team output

Partner with Product, Engineering, Growth, and Finance to resolve customer issues

Build and refresh SOPs / playbooks the team can actually use

Support booking and post-booking journeys on our travel platform (with training)

Learn and apply processes for modifications, cancellations, refunds, and related checks

Work with tools and systems used by the travel CST team (CRM + travel ops tools)

Hands-on customer support / guest service experience, preferably from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)

Strong communication, escalation handling, and problem-solving under volume

Comfort with CRM tools and multi-channel support (phone / email / chat)

Willingness to learn travel-domain processes and tools quickly

Prior OTA, travel marketplace, or hotels customer-support exposure

Familiarity with ticketing, refunds, cancellations, reissues, or PNR checks

Exposure to GDS tools (Amadeus, Galileo, or similar)

Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms.

A collaborative, output-driven program that connects businesses through technology

Improve average revenue per user by increasing cross-sell opportunities

Strong 360 feedback from peer teams on how you support their goals

Respect that is earned, not demanded, from peers and managers

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.