Paytm Labs

Digital payments, loans, investments, and insurance

Hotel Operations Senior Executive

Customer SupportConfirmed live in the last 24 hours

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

About the Job

Requirements

Have 1–3 years of hands-on customer support or guest service experience.
Strong communication, problem-solving, and ownership as an individual contributor.
Be comfortable with customer relationship management tools and multi-channel support by phone, email, and chat.
Be willing to learn travel-domain processes and tools quickly.

Responsibilities

Deliver service across phone, email, chat, and social channels.
Handle customer queries and complex cases with empathy, clarity, and closure.
Escalate thoughtfully when needed and follow through to resolution.
Identify recurring issues and share feedback with leads and stakeholders.
Use customer relationship management and customer-service tools to document and resolve cases.
Meet quality, productivity, and service-level agreement expectations for the queue owned.
Follow standard operating procedures and playbooks and flag gaps that slow the team down.
Collaborate with internal partners, as guided, to unblock customer issues.
Stay updated on process changes and apply them accurately.
Support booking and post-booking journeys on the travel platform, with training.
Learn and apply processes for modifications, cancellations, refunds, and related checks.
Work with customer relationship management and travel operations tools used by the customer support team.

Desired Qualifications

Background in hotels or hospitality, including front office, reservations, guest relations, hotel contact centre, hotel online travel agency support, or similar.
Prior online travel agency, travel marketplace, or customer-support exposure.
Hotel booking, modification, cancellation, or supplier-coordination experience 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 Associate (Individual Contributor) 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 deliver calm, clear service across phone, email, chat, and social.

Key Responsibilities

Customer Experience

Deliver exceptional service across phone, email, chat, and social channelsHandle customer queries and complex cases with empathy, clarity, and closureEscalate thoughtfully when needed and follow through to resolutionSpot recurring issues and share feedback with leads / stakeholdersUse CRM and customer-service tools effectively to document and resolve cases

Day-to-day operations

Meet quality, productivity, and SLA expectations for the queue you ownFollow SOPs / playbooks and flag gaps that slow the team downCollaborate with internal partners (as guided) to unblock customer issuesStay updated on process changes and apply them accurately

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 checksWork confidently with CRM and travel ops tools used by the CST team

Qualifications (must-have)

1–3 years of hands-on customer support / guest service experienceBackground preferred from hotels or hospitality (front office, reservations, guest relations, hotel contact centre, hotel OTA / travel-hotel support, or similar)Strong communication, problem-solving, and ownership as an individual contributorComfort with CRM tools and multi-channel support (phone / email / chat)Willingness to learn travel-domain processes and tools quickly

Good to have

Prior OTA, travel marketplace, customer-support exposure Hotel booking / modification / cancellation / supplier-coordination experience on digital platforms

Why Join Us

A collaborative, output-driven program that connects businesses through technologyImprove average revenue per user by increasing cross-sell opportunitiesStrong 360 feedback from peer teams on how you support their goalsRespect 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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