Social Media Escalations (Support) - Associate

Social Media Escalations (Support) - Associate - CST

About Us: Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Role OverviewAs a Social Media Customer Service Associate specializing in escalations, you’ll be the frontline liaison for customer concerns across social media channels. Your goal is to handle complaints, resolve issues efficiently, and maintain a positive user experience — all within defined turnaround times (TAT).
Key ResponsibilitiesManage and resolve daily merchant/customer queries via social media channels, chat, and callsMonitor and respond to escalated issues/posts/comments on social media, ensuring timely and appropriate resolutionMaintain brand consistency in tone, voice, and messaging across all interactionsCoordinate campaigns and social media initiatives to align with brand guidelinesCollaborate with internal teams by providing feedback, trends, and insights from social media engagementsOccasionally assist with team coordination or mentoring (when needed)
Requirements & SkillsExperience: At least 1 year in social media escalations, support, or related customer service rolesPrior experience managing chat or email support is a plusStrong multitasking ability and problem-solving skillsExcellent written communication skills with attention to brand voice and messagingA self-starter with high drive, initiative, and the ability to work independentlyGraduate degree in any discipline
Why You’ll Love Working With UsOpportunity to shape customer experience for a vast user baseA collaborative, output-driven culture where cross-functional support is encouragedFrequent feedback and a culture of mutual respectCompetitive compensation and a chance to grow within a strong ecosystem
Compensation: If you are the right fit, we believe in creating wealth for you. With enviable 500 mn+ registered users, 21 mn+ merchants and depth of data in our ecosystem, we are in a unique position to democratize credit for deserving consumers & merchants – and we are committed.

Experience Level

Mid Level