About the RoleElephant 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 robust 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.
- Solid 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

📌 Chat Lead - Non Voice - Australian Process (Chennai)
🏢 Elephant in the Boardroom
📍 Chennai