Chat Lead - Non Voice - Australian Process

About the Role
Elephant in the Boardroom is a Melbourne-based, AI-powered digital agency working with Australian and international clients across digital solutions, websites, applications, SEO and performance marketing.
We are looking for a Chat Lead – Non-Voice to lead a team supporting an Australian process. This role requires strong ownership, accountability, sound judgement, process discipline and the ability to handle situations independently and professionally.
Key Responsibilities
Lead and manage the day-to-day operations of the chat/non-voice team.
Take ownership of team KPIs, productivity, quality and SLA targets.
Monitor performance, identify gaps and take corrective action through coaching and follow-up.
Handle escalations and challenging situations with calmness, sound judgement and accountability.
Ensure strict adherence to SOPs, client guidelines and defined processes, with no unauthorised deviation.
Maintain team discipline, attendance and process compliance.
Review chat quality and ensure accurate, timely and professional responses.
Communicate confidently with Australian clients and stakeholders.
Conduct presentations for clients covering performance, process updates and operational matters.
Prepare and share performance reports and operational updates.
Take ownership of issues through to resolution.
Identify process gaps and raise them through the appropriate channel rather than bypassing defined procedures.
Support training, coaching and development of team members.
Work in rotational shifts aligned with Australian business requirements.
What We’re Looking For
3–5 years of experience in customer support, chat/non-voice, BPO or operations.
Previous Team Lead / Chat Lead experience preferred.
Australian process or client experience preferred.
Excellent written and verbal communication skills.
Strong presentation and client-facing skills.
Strong convincing and influencing ability.
Demonstrated ability to take ownership, make sound decisions and handle situations independently.
Strong team-handling and KPI management skills.
Highly process-driven with the discipline to follow defined processes without shortcuts or unauthorised deviations.
Ability to maintain team discipline and hold people accountable.
Comfortable handling escalations, pressure and changing priorities.
Willing to work onsite in Chennai and rotational shifts.
Location: Chennai | Work Mode: Onsite | Experience: 3–5 Years | Salary: Up to ₹3.5 LPA
Shift: Rotational Shifts

Work arrangement
No