Paytm Labs

Digital payments, loans, investments, and insurance

Hotel Operations Team Lead

Customer SupportConfirmed live in the last 24 hours

Full-timeNoida, Uttar Pradesh, IndiaNo salary listedIn-person

About the Job

Requirements

Hands-on customer-support or guest-service experience, preferably in hotels or hospitality, such as front office, reservations, guest relations, hotel contact centre, hotel OTA or travel-hotel support, or similar.
Experience leading, mentoring, or acting as a senior or team lead for support agents.
Strong communication, escalation-handling, and problem-solving ability under high volume.
Comfort using CRM tools and supporting customers across phone, email, and chat.
Willingness to learn travel-domain processes and tools quickly.
Familiarity with key service metrics, including CSAT, team productivity, escalation management, and service-level adherence.

Responsibilities

Lead service across phone, email, chat, and social channels.
Handle escalated and complex customer issues with empathy, clarity, and closure.
Identify trends in complaints and feedback and drive fixes with the team and stakeholders.
Use CRM and customer-service tools and coach others on quality and tone.
Improve customer interactions to increase CSAT and NPS and reduce repeat contacts.
Guide day-to-day floor and team performance across quality, productivity, escalations, and SLAs.
Run huddles, provide feedback, and implement process improvements to improve team output.
Partner with Product, Engineering, Growth, and Finance to resolve customer issues.
Build and refresh SOPs and playbooks for the team.
Support booking and post-booking journeys on the travel platform after training.
Learn and apply processes for modifications, cancellations, refunds, and related checks.
Use tools and systems used by the travel customer-support team, including CRM and travel operations tools.

Desired Qualifications

Prior exposure to customer support in online travel agencies, travel marketplaces, or hotels.
Familiarity with ticketing, refunds, cancellations, reissues, or PNR checks.
Exposure to GDS tools such as Amadeus or Galileo.
Experience with hotel booking, modification, cancellation, or supplier coordination on digital platforms.

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. Our mission is to serve half a billion Indians and bring them into the mainstream economy with the help of technology.

Job Summary

We are looking for a CST Team Lead to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can lead a team that delivers calm, clear service across phone, email, chat, and social.

You don’t need deep flights experience on day one. What matters is strong customer handling, ownership of escalations, and the ability to learn travel workflows quickly.

Key Responsibilities

Customer Experience

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

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

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

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

Improve moments that raise CSAT / NPS and cut repeat contacts

Team leadership & operations

Guide day-to-day floor/team performance: quality, productivity, escalations, and SLAs

Run huddles, feedback, and simple process improvements that lift team output

Partner with Product, Engineering, Growth, and Finance to resolve customer issues

Build and refresh SOPs / playbooks the team can actually use

Travel platform support (trainable)

Support booking and post-booking journeys on our travel platform (with training)

Learn and apply processes for modifications, cancellations, refunds, and related checks

Work with tools and systems used by the travel CST team (CRM + travel ops tools)

Qualifications (must-have)

Hands-on customer support / guest service experience, preferably from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)

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

Key service metrics like CSAT, Team productivity, escalation management and service level adherence.

Good to have

Prior OTA, travel marketplace, or hotels customer-support exposure

Familiarity with ticketing, refunds, cancellations, reissues, or PNR checks

Exposure to GDS tools (Amadeus, Galileo, or similar)

Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms.

Why Join Us

A collaborative, output-driven program that connects businesses through technology

Improve average revenue per user by increasing cross-sell opportunities

Strong 360 feedback from peer teams on how you support their goals

Respect that is earned, not demanded, from peers and managers

Compensation

If you are the right fit, we believe in creating wealth for you. With 500 mn+ registered users, 21 mn+ merchants, and deep ecosystem data, we are uniquely placed to democratize credit for deserving consumers and merchants — and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be part of that story.

Requirements at a Glance

Experience Level: Mid

Benefits

Health & Wellbeing - Your group health benefits are 100% funded by us, and start on your first day.
Travel the World - Even though we are currently working remotely, usually our employees make frequent international business-related trips while working on exciting projects.
Continuous Learning - We're passionate about learning and strive to constantly improve and innovate. We learn from others, our challenges & our successes.
Connection - In this virtual world, we stay connected through events like game nights, movie nights, arts & crafts sessions (like Origami), meditation sessions, and much more.
Autonomy & Flexibility - You get to define how you want to make an impact. We truly believe that great things happen when people are given the trust and freedom to create their own path.
Beautiful Office - Whenever we return back to the office, you’ll get to check out our awesome workspace, complete with pool and ping pong tables, a snack-filled kitchen, and tons of cozy work spaces.

About the Company

Paytm Labs

Digital payments, loans, investments, and insurance

Paytm Labs offers an integrated digital payments and financial services platform in India for individuals and businesses, covering UPI payments, mobile recharges, bill payments, ticket bookings, loans, investments, insurance, metro cards, and more. Users initiate payments or financial actions in the app, which are processed through UPI and payment gateways, with revenue from transaction fees and commissions on financial services. It differentiates itself through a large ecosystem of merchants and users, a wide range of services in one app, and a focus on customer support and trust. Its goal is to make a broad set of financial services easily accessible to mass-market users while growing revenue via payment processing and financial services partnerships at scale.

Company size: 10,001+
Company stage: IPO
Headquarters: Noida, India
Founded: 2014

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