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 Overview
As 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 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)

Requirements & Skills
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

Why You’ll Love Working With Us
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

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.