Customer Operations • Lead

Who you are

You have a strong service background with experience in managing teams, ideally in industries such as DTH, broadband, or consumer electronics. Your local market knowledge allows you to understand the nuances of the business landscape in Mumbai, enabling you to formulate effective strategies for growth. You possess a trainer mindset, ready to develop your team and enhance their skills in upselling and customer service. Your analytical skills help you manage data effectively, ensuring that your team meets service level agreements and addresses merchant issues proactively.

What you'll do

As the Service Team Lead at Paytm, you will manage a team of 15-20 service field executives, ensuring they are equipped to handle both proactive and reactive merchant issues related to QR Code and Sound Box devices. You will oversee SLA management, focusing on timely ticket closure and effective communication with merchants. Your role will involve material management, coordinating logistics from the hub to field service executives, and ensuring that inventory is handled efficiently. You will also be responsible for developing and implementing strategies to grow distribution and market share in your assigned area, responding to local competition with counter strategies. Your leadership will be crucial in fostering a culture of accountability and visibility within the team, driving performance through data-driven decision-making.

What we offer

At Paytm, you will be part of a mission-driven company that aims to bring half a billion Indians into the mainstream economy through technology. You will work in a dynamic environment where your contributions directly impact the growth of small businesses across India. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.