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: