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Hotel Operations - Team Lead - Paytm Travel

Job Overview

We are looking for a CST Team Lead to join our Customer Experience team within the CST Travel business.

Key points

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

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

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

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

  5. Hands-on customer support / guest service experience, preferably from hotels or hospitality (front office, reservations, guest relations, hotel contact centre…

  6. Experience leading, mentoring, or acting as a senior / Team Lead for support agents.

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

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

Skills

CRMCustomer SupportTicketing ToolsStakeholder ManagementCommunicationProblem Solving

Experience: Senior-level · Job type: Full-time