CST (Flights) Team Lead Operations Travel

About the role

Paytm is India's leading mobile payments and financial services distribution company, pioneering mobile QR payments to serve half a billion Indians. This role is a Team Lead for the Flights Line of Business in Noida, Uttar Pradesh, working on-site. The Team Lead manages a team of 15 Customer Experience Specialists, ensuring seamless flight booking experiences through supervision, coaching, performance monitoring, and operational improvements across phone, email, chat, and social media channels.

What you’ll do

• Supervise, coach, and mentor a team of 15 Customer Experience Specialists.
• Conduct regular performance reviews, identify training needs, and create development plans.
• Monitor team performance against key metrics such as resolution time, customer satisfaction scores, and first call resolution.
• Manage team schedules and ensure adequate staffing levels to meet customer demand.
• Handle escalated customer issues and complex inquiries.
• Identify and address trends in customer complaints and feedback.
• Monitor KPIs and implement process improvements to enhance operational efficiency.
• Prepare regular reports on team performance and analyse data to identify trends and insights.

What you’ll bring

• Bachelor's degree in a related field preferred.
• Minimum of 3-4 years of experience in customer service, preferably in the travel industry.
• Proven experience in managing and leading a team.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Proficiency in using CRM software and other customer service tools.
• Strong customer focus and a passion for delivering exceptional customer service.

Nice to have

• Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.
• Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FCR, FRT, CSAT and Escalation rate.

Skills

Education

Bachelor’s degree in a related field preferred.