Social Media Escalations (Support) - Team Lead / Assistant Manager - Travel CST

Overview

Lead CST Travel's social media customer support, resolving flight, bus and train booking queries and complaints quickly and completely so customers never need to reach out twice.

What you'll do

• Respond to comments, DMs and mentions on X, Facebook, Instagram and LinkedIn within agreed response times.
• Handle pre- and post-booking queries such as refunds, cancellations, reissues, date changes and ticketing for GDS and LCC airlines, buses and trains.
• Action bookings and PNRs directly, and work Freshdesk tickets and calls when required.
• Own escalations end to end, coordinating with Operations, Product and Tech until they are closed.
• Call back dissatisfied customers to recover the experience.
• Flag recurring issues and share customer feedback with the Social Media Manager so root causes get fixed.

What you'll need

• At least 1 to 2 years in customer support at a travel agency or OTA.
• Flights experience is essential.
• Hands-on knowledge of GDS and LCC booking, refund and reissue processes.
• Excellent written English for public-facing replies, with a calm, empathetic tone under pressure.
• Good phone etiquette and objection-handling skills.
• Comfort with CRM or ticketing tools; Freshdesk is preferred.
• Willingness to work rotational shifts in a 24x7, 6-day-week team.

Nice to have

• Bus and train experience.
• Experience with social listening or ORM tools.
• Fluency in a regional language.

Details

• Location: Bengaluru, Karnataka.
• Rotational shifts in a 24x7, 6-day-week team.