Social Media Team Leader

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

As our valued Social Media Team Leader, you will play a vital role in leading and enhancing the customer experience across digital platforms by ensuring prompt, professional, and positive interactions with our brand. You’ll draw on your leadership, communication, and analytical skills to guide a high-performing team, manage escalations, and drive continuous improvement in customer engagement across social media channels.

You'll make an impact by:

• Leading, coaching, and mentoring the Social Media Care Team to deliver exceptional written communication and customer resolutions across platforms like Facebook, X, Instagram, and review forums.
• Monitoring and reporting on key performance indicators (KPIs), trends, and insights to inform business decisions and improve service delivery.
• Acting as an escalation point for complex or high-risk customer issues, ensuring timely and effective resolutions.
• Collaborating with internal stakeholders to champion customer issues and maintain a consistent, positive brand image.
• Managing team performance, recruitment, and development in alignment with TPG Telecom’s leadership standards.

What you’ll bring:

• Proven leadership experience in a customer-facing operational environment.
• Strong written and verbal communication skills with a focus on customer resolution.
• Demonstrated ability to manage multiple priorities in a fast-paced, dynamic setting.
• Experience in reporting, analytics, and performance management.
• Excellent interpersonal skills with the ability to influence and collaborate across teams.

Ideally, you will also have:

• A proactive mindset with a passion for continuous improvement and innovation.
• Strong organisational and time management skills.
• Experience handling high-profile or sensitive customer interactions on public platforms.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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