Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST
Core
Lead and resolve customer queries and complaints regarding flight, bus, and train bookings on social media platforms (X, Facebook, Instagram, LinkedIn) to ensure first-contact resolution.
Role type
Team Lead / Assistant Manager for Social Media Escalations (Travel Support)
Builds
Customer trust and resolution for travel bookings (flights, buses, trains) via social media channels
Domain
Travel & Transportation (OTA/Travel Agency)
Deliverable
client delivery
Required skills
GDS and LCC booking knowledge, refund and reissue processes, social media response management, end-to-end escalation handling, customer recovery calls, CRM/ticketing tool proficiency
Preferred skills
Regional language fluency, social listening or ORM tools experience
Responsibilities
Respond to comments, DMs, and mentions on social media; Handle pre- and post-booking queries (refunds, cancellations, reissues, date changes); Action bookings and PNRs directly; Own escalations end to end; Call back dissatisfied customers; Flag recurring issues and share feedback
Seniority
Assistant Manager, hands-on IC with team oversight