Chat Support Team Lead & Process Associate – Chennai

About the role

We are looking for motivated professionals to join our chat support operations in Chennai. The positions include a Process Associate (minimum 1 year experience) and a Team Lead (minimum 5 years experience) who will manage day‑to‑day activities, ensure client satisfaction, and drive continuous improvement.

Key responsibilities

• Directly manage daily operations of the chat support team, scaling resources as needed.
• Handle escalations and provide internal deal support to maintain high satisfaction levels.
• Mentor, coach, and develop team members, fostering a culture of innovation and performance.
• Escalate major client issues to the designated Fuji Films point of contact.
• Prepare monthly performance summaries covering metrics, successes, challenges, and focus areas.
• Troubleshoot basic errors and ensure adherence to SLA targets and operating plans.
• Identify and implement continuous‑improvement initiatives to boost productivity and reduce costs.
• Monitor team performance, recognize achievements, address gaps, and coordinate training.

Required profile

• Strong focus on quality and end‑user satisfaction.
• Understanding of client SLAs, internal metrics, and performance‑improvement methodologies.
• Proven coaching and feedback skills to enhance employee performance.
• Excellent communication, presentation, and analytical abilities.
• Ability to work in a 24/7 shift environment.

Required skills