Hotel Operations - Team Lead - Paytm Travel
Core
Lead a customer support team for hotel and travel bookings, handling escalations and improving service quality across phone, email, chat, and social channels.
Role type
Senior IC Customer Support Team Lead (Hospitality/Travel)
Builds
Calm, clear customer service experiences for travelers and hotel partners
Domain
Travel & Hospitality
Deliverable
client delivery
Required skills
Team leadership, escalation management, multi-channel support, CRM proficiency, process improvement, stakeholder partnership, SOP development, data-driven service optimization
Preferred skills
OTA/travel marketplace experience, GDS tools familiarity (Amadeus, Galileo), digital booking modification/cancellation workflows, supplier coordination
Technologies
CRM, travel ops tools, GDS systems
Responsibilities
Lead exceptional service across phone, email, chat, and social channels; Handle escalated and complex customer issues; Spot trends in complaints and drive fixes; Guide day-to-day floor/team performance; Run huddles and process improvements; Partner with Product, Engineering, and Finance to resolve issues; Build and refresh SOPs
Seniority
Senior, hands-on IC with team leadership