Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST
Bengaluru, Karnataka · 1-2 years experience · Onsite · Posted Oct 16, 2026
At a glance
- Experience
- 1-2 years experience
- Workplace
- Onsite
- Location
- Bengaluru, Karnataka
About Paytm
- 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.
About the role
- The Social Media Escalations Team Lead / Assistant Manager will serve as the voice of CST Travel on social media platforms.
- This role involves resolving customer queries and complaints related to flight, bus, and train bookings to ensure high customer satisfaction.
Responsibilities
- Respond to comments, DMs, and mentions on X, Facebook, Instagram, and LinkedIn within agreed response times.
- Handle pre- and post-booking queries including refunds, cancellations, reissues, date changes, and ticketing for GDS and LCC airlines, buses, and trains.
- Action bookings and PNRs directly.
- Manage Freshdesk tickets and calls when required.
- Own escalations end to end by coordinating with Operations, Product, and Tech teams.
- Call back dissatisfied customers to recover the experience.
- Flag recurring issues and share customer feedback with the Social Media Manager to address root causes.
Requirements
- At least 1-2 years of experience in customer support at a travel agency or OTA.
- Hands-on knowledge of GDS and LCC booking, refund, and reissue processes.
- Excellent written English for public-facing replies.
- Ability to maintain a calm, empathetic tone under pressure.
- Good phone etiquette and objection-handling skills.
- Comfort with CRM or ticketing tools.
- Willingness to work rotational shifts in a 24x7, 6-day-week team.
Preferred qualifications
- Experience with social listening or ORM tools.
- Fluency in a regional language.
- Bus and train booking experience.
Skills
- GDS
- LCC
- Freshdesk
- CRM
- Ticketing
- Customer Support
