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Social Media Escalations (Support) - Associate - CST

Paytm· Operations & Support – Customer Service Team (CST)
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Noidafull-timePosted 11mo ago

About the role

Frontline liaison for customer concerns across social media channels, handling complaints and resolving issues to maintain positive user experience within defined turnaround times.

Responsibilities

  • Manage and resolve daily merchant/customer queries via social media channels, chat, and calls
  • Monitor and respond to escalated issues/posts/comments on social media, ensuring timely and appropriate resolution
  • Maintain brand consistency in tone, voice, and messaging across all interactions
  • Coordinate campaigns and social media initiatives to align with brand guidelines
  • Collaborate with internal teams by providing feedback, trends, and insights from social media engagements
  • Occasionally assist with team coordination or mentoring (when needed)

Qualifications

  • Experience: At least 1 year in social media escalations, support, or related customer service roles
  • Prior experience managing chat or email support is a plus
  • Strong multitasking ability and problem-solving skills
  • Excellent written communication skills with attention to brand voice and messaging
  • A self-starter with high drive, initiative, and the ability to work independently
  • Graduate degree in any discipline

Skills

Required:Social Media ManagementCustomer ServiceCommunication

Benefits

  • Opportunity to shape customer experience for a vast user base
  • A collaborative, output-driven culture where cross-functional support is encouraged
  • Frequent feedback and a culture of mutual respect
  • Competitive compensation and a chance to grow within a strong ecosystem
Last updated Jan 16, 2026. Interested? Apply on the company site.

About Paytm

Secure & Fast UPI Payments, Recharge Mobile & Pay Bills

Paytm - India’s largest digital payment app makes it secure and seamless to pay using UPI, make bill payments, recharge mobiles, DTH, data card & Metro Card etc anywhere in India.

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