Hotel Operations - Team Lead - Paytm Travel

About the role

We are looking for a CST Team Lead to join our Customer Experience team within the CST Travel business. Ideal candidates come from hotel / hospitality customer support — front office, guest relations, reservations, hotel contact centre, or hotel OTA support — and can lead a team that delivers calm, clear service across phone, email, chat, and social.

What you'll do

• Lead exceptional service across phone, email, chat, and social channels
• Handle escalated and complex customer issues with empathy, clarity, and closure
• Spot trends in complaints and feedback; drive fixes with the team and stakeholders
• Use CRM and customer-service tools confidently; coach others on quality and tone
• Improve moments that raise CSAT / NPS and cut repeat contacts

What you need

• Guest service
• Hospitality
• Customer service
• CRM
• Front office
• Reservations
• Any graduate

Good to have

• Travel booking
• SOP writing