CST (Flights) - Team Lead (Operations) - Travel

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 collaborative 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 improve the platform. 

● Stay up-to-date on industry trends and best practices in customer service. Reporting and Analysis: 

● Prepare regular reports on team performance and customer experience metrics.

● Analyse data to identify trends and insights that can be used to improve customer service and operational efficiency. 

● Use data to make informed decisions about resource allocation and process improvements. 

Qualifications: 

● 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. 

● Good to have - travel industry background. 

● 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. 

Preferred Qualifications: 

● 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. 

Why Join Us: 

1. A collaborative output driven program that brings cohesiveness across businesses through technology 

2. Improve the average revenue per use by increasing the cross-sell opportunities

3. A solid 360 feedback from your peer teams on your support of their goals 4. Respect, that is earned, not demanded from your peers and manager 

Compensation : If you are the right fit, we believe in creating wealth for you With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed to it. India’s largest digital lending story is brewing here. It’s your opportunity to be a part of the story!