Digital Community Lead

2 weeks ago

Brisbane, Queensland, Australia beBeeDigitalCommunity Full time $60,000 - $120,000

Job Overview:

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The Digital Community Lead will oversee a team of social media agents providing customer service across multiple platforms, including Facebook, Instagram, and WeChat. This role is responsible for managing performance, development, and operational resourcing while ensuring compliance with risk, regulatory, and quality standards.

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About the Role:

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We are seeking a digitally savvy leader to lead and coach a high-performing team in delivering exceptional customer experiences across digital platforms. The successful candidate will have strong background in customer service and social media engagement, experience leading teams, and ability to interpret data and manage operational workflows.

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Responsibilities:

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  • ">
  • Manage a national team of social media agents delivering customer service via chat on multiple platforms;">
  • Own how the brand engages with customers across digital platforms and shape tone of voice for the brand online;">
  • Lead and coach the team in performance management and development;">
  • Manage operational resourcing and ensure compliance with risk, regulatory, and quality assurance standards;">
  • Collaborate with marketing, risk, and external partners to uphold brand and reputational standards;">
  • Manage escalated complaints and support vulnerable customers;">
  • Influence public perception of the brand in the digital space.">
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Requirements:

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We are looking for a Digitally Savvy Leader with:

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  • ">
  • Strong background in customer service and social media engagement;">
  • Experience leading and coaching high-performing teams;">
  • Ability to interpret data, manage operational workflows, and deliver impactful customer interactions;">
  • Technical expertise in social media platforms (Facebook, Instagram, WeChat) and experience with chat-based service tools and review site monitoring systems.">
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What We Offer:

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This is a full-time, permanent position offering:

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  • ">
  • Boosted superannuation with 13% as standard;">
  • Up to 50% off personal insurance (home and motor);">
  • 5 myLeave days per year in addition to annual leave;">
  • Work from home options and flexible work arrangements;">
  • Industry-leading 20 weeks paid parental leave for primary and secondary carers;">
  • Dedicated career growth programs, including IAG Academy;">
  • A certified Family Inclusive Workplace;">
  • Award-winning recognition and reward program.">
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Who We Are:

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We are a purpose-led environment focused on connection and belonging. We celebrate diverse viewpoints shaped by life experiences and culture and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.

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Contact Information:

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Please submit your application via our website.

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