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Hiring companyPaytm
Active listing
Team Lead, Travel
Noida,Uttar Pradesh,India Full-time On-site
About the role
Travel (Train) team at Paytm focuses on delivering seamless flight booking experiences for customers. The Team Lead manages a group of 15 Customer Experience Specialists, overseeing performance, coaching, and operational excellence across phone, email, chat, and social media channels. Noida, Uttar Pradesh, India, on-site work model, with relocation assistance available.
What you’ll do
- Supervise, coach, and mentor a team of Customer Experience Specialists
- Conduct performance reviews and develop training plans
- Monitor key metrics such as resolution time and CSAT
- Handle escalated customer issues across multiple channels
- Implement process improvements to boost efficiency
- Collaborate with product, engineering, growth, and finance teams
What you’ll bring
- 3-4 years customer service experience, preferably travel industry
- Proven team leadership and people management
- Strong analytical and problem‑solving skills
- Excellent communication and interpersonal abilities
- Proficiency with CRM software and Microsoft Office
Skills
team managementcustomer servicetravel industrydata analysisCRM toolsperformance metrics
Education
Bachelor's degree