Contact Centre - Social Media Team Leader

Optus is one of Australia’s leading telecommunications companies, delivering more than 11 million services every day across mobile, broadband, and digital solutions.

We are looking for a customer focussed Social Media Team Leader to guide a high‑performing group of Social Media Experts in the contact centre as they respond to customer queries across multiple social platforms. This is a key leadership role responsible for driving team performance, elevating customer experience, and protecting the Optus brand across our social platforms.

About the Role

As the Social Media Team Leader, you will lead a frontline team who represent Optus in highly visible, public digital environments. You will ensure our customer responses are thoughtful, consistent, and brand-safe, while managing risk, supporting crisis response, and enabling a culture built on coaching, collaboration, and continuous improvement.

What You’ll Do

• Lead, mentor, and develop a team of Social Media Experts, ensuring consistent delivery of high‑quality customer care and brand protection.
• Oversee complex and sensitive conversations across multiple social channels, including coordinating rapid response activities during crises.
• Identify performance opportunities and uplift capability through coaching, training, and quality frameworks.
• Partner with internal stakeholders including marketing, corporate affairs, networks, and executive teams to provide insights and alignment on reputation management and key customer themes.
• Drive operational efficiency and team engagement, balancing commercial, customer and people needs.
• Champion a culture of innovation, continuous improvement, and digital excellence.

What You Bring

• Proven experience leading a social media or digital customer service team in a fast‑paced environment.
• Strong expertise in social media platforms, risk management, and public‑facing customer engagement.
• Demonstrated ability to coach, motivate and elevate team performance.
• Exceptional communication and influencing skills, with confidence engaging senior stakeholders.
• High proficiency in written communication and tone management across digital channels.
• Ability to think critically, act calmly under pressure and manage brand‑impacting scenarios.

What’s in it for you? 

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• This role will be on site 5 days a week and include shift work to support an always on 24/7 social care team.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity