Hotel Operations - Team Lead - Paytm Travel
About this job
Paytm is India's leading mobile payments and financial services distribution company, pioneering the mobile QR payments revolution to bring half a billion Indians into the mainstream economy using technology. As a Hotel Operations - Team Lead for Paytm Travel in Noida, you will join the Customer Experience team within the CST Travel business. In this role, you will guide day-to-day floor and team performance, lead exceptional service delivery across multiple communication channels, and handle complex customer escalations with empathy and clarity. A normal day involves running huddles, coaching agents on quality and tone, partnering with cross-functional teams like Product and Finance to resolve issues, building SOPs, and managing travel platform booking journeys including modifications, cancellations, and refunds with the help of provided training.
Responsibilities
- Lead exceptional customer service delivery across phone, email, chat, and social channels
- Handle escalated and complex customer issues with empathy, clarity, and closure
- Guide daily floor and team performance focusing on quality, productivity, and service level SLAs
- Run team huddles, provide feedback, and drive simple process improvements
- Partner with Product, Engineering, Growth, and Finance to resolve customer issues
- Build and refresh standard operating procedures and playbooks for the team
- Support booking and post-booking journeys including modifications, cancellations, and refunds
Requirements
- Hands-on customer support or guest service experience, preferably from hotels or hospitality
- Prior experience leading, mentoring, or acting as a senior or Team Lead for support agents
- Strong communication, escalation handling, and problem-solving skills under high volume
- Comfort using CRM tools and managing multi-channel support platforms
- Willingness to quickly learn travel-domain processes and tools
- Understanding of key service metrics like CSAT, productivity, and escalation management
Good to have
- Prior exposure to Online Travel Agencies, travel marketplaces, or hotel customer support
- Familiarity with ticketing, refunds, cancellations, reissues, or PNR checks
- Exposure to Global Distribution System tools such as Amadeus or Galileo
- Experience with hotel bookings, modifications, cancellations, and supplier coordination on digital platforms
Who should apply
This role suits candidates with a strong background in hotel or hospitality customer support—such as front office, guest relations, reservations, or hotel OTAs—who have prior experience leading or mentoring support teams. Ideal applicants are comfortable handling escalated customer issues under pressure, possess strong communication skills, and are eager to quickly learn travel workflows and CRM tools at Paytm in Noida. The posting does not mention whether freshers can apply.
Frequently asked questions
What is the primary location for the Hotel Operations - Team Lead role at Paytm?
The role is based in Noida, Uttar Pradesh.
What background is preferred for the Hotel Operations - Team Lead position at Paytm Travel?
Candidates from hotel or hospitality customer support backgrounds such as front office, guest relations, reservations, or hotel OTAs are preferred.
Will I need prior flights experience to join Paytm Travel as a Team Lead?
No, you do not need deep flights experience on day one, as you will receive training on travel workflows and platform support.
What teams will I collaborate with as part of Paytm?
You will partner with cross-functional teams including Product, Engineering, Growth, and Finance to resolve customer issues.
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