About Us: 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.
Paytm’s mission is to serve half a billion Indians and bring them to the
mainstream economy with the help of technology.

Job Summary:

We are seeking a highly motivated and experienced Team Lead to manage a team of
Customer Experience Specialists within our Flights Line of Business. The ideal
candidate will have a strong understanding of the travel industry excellent
analytical skills, and proven people management abilities. This role is critical
in ensuring a seamless and positive experience for our customers booking flights
through our platform.

Responsibilities:

Team Management:

● Supervise, coach, and mentor a team of Customer Experience Specialists [Team
of 15 Members].

● Conduct regular performance reviews, identify training needs, and create
development plans for team members.

● Monitor team performance against key metrics (e.g.,



resolution time, customer
satisfaction scores, first call resolution).

● Manage team schedules and ensure adequate staffing levels to meet customer
demand.

● Foster a positive and cooperative team environment.

Customer Experience:

● Ensure the team provides exceptional customer service across all channels
(phone, email, chat, social media).

● Handle escalated customer issues and complex inquiries.

● Identify and address trends in customer complaints and feedback.

● Proactively identify opportunities to improve the customer experience.

Operational Excellence:

● Monitor key performance indicators (KPIs) and identify areas for improvement
in operational efficiency.

● Implement process improvements and best practices to enhance team productivity
and customer satisfaction.

● Collaborate with other departments (e.g., product, engineering, growth and
finance) to resolve customer issues and impr

📌 CST - Team Lead - Paytm Travel (Train) (Noida)
🏢 Paytm
📍 Noida