Team Lead - Customer Experience (Flights)

📋 Description

• Supervise and mentor a team of 15 CX specialists.
• Conduct performance reviews and create development plans.
• Monitor KPIs: resolution time and CSAT.
• Manage team schedules to meet demand.
• Deliver service across channels (phone, email, chat, social).
• Handle escalated issues and identify CX improvements.

🎯 Requirements

• Bachelor’s degree preferred.
• 3-4 years in customer service, travel preferred.
• Experience leading a CX team.
• Analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• CRM software and CS tools familiarity.

🎁 Benefits

• Collaborative program across businesses through tech.
• Cross-sell opportunities to increase revenue per user.
• 360-degree feedback from peers on your goals.
• Culture of respect and teamwork.
• Growth opportunities within Paytm's ecosystem.