Team Lead, Hotel Operations (Travel)

About the role

We are looking for a CST Team Lead to join Paytm Travel’s Customer Experience team, overseeing hotel‑operations support across phone, email, chat and social channels. The role requires strong customer handling, escalation ownership and the ability to quickly learn travel workflows.

Key responsibilities

• Lead exceptional service across multiple channels, handling escalated and complex issues with empathy and clarity.
• Monitor trends in complaints and feedback, driving fixes with the team and stakeholders.
• Guide day‑to‑day floor performance, including quality, productivity, escalations and SLA adherence.
• Run huddles, provide feedback and implement simple process improvements to lift team output.
• Partner with Product, Engineering, Growth and Finance to resolve customer issues and refresh SOPs/playbooks.
• Support booking and post‑booking journeys on the travel platform, including modifications, cancellations and refunds.

Required profile

• Hands‑on customer support or guest‑service experience in hotels or hospitality.
• Experience leading, mentoring or acting as a senior/team lead for support agents.
• 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.

Required skills

• CRM tools
• Multi‑channel support platforms

What we offer

• A collaborative, output‑driven program that connects businesses through technology.
• Opportunities to improve average revenue per user through cross‑sell initiatives.
• Strong 360° feedback from peer teams and earned respect from managers.
• Potential wealth creation as part of India’s largest digital lending story.