Hotel Operations - Team Lead - Paytm Travel

📋 Description

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

🎯 Requirements

• Hands-on customer support / guest service experience, preferably from hotels or hospitality (front
• 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.

🎁 Benefits

• 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