Job Description

Social Media Team Leader
Location: Cape Town
Salary: R25,000 - R28,000 per month
Work Type: In-office
About the Company
Our client is a leading South African telecommunications provider known for innovation and a strong customer-first approach. They are expanding their customer experience function and are looking for a people-focused leader to join their growing team.
Why Join Them
This is an exciting opportunity for an experienced team leader who enjoys coaching and developing high-performing customer service teams. The role offers career growth within a fast-paced, digital-first environment where service excellence is at the centre of everything.
About the Role
The Social Media Team Leader will oversee and guide a team of customer service agents managing customer interactions across social media platforms. The main focus of this role is leadership, performance management, and delivering an exceptional customer experience.
While social media experience is beneficial, the client is prioritising strong people management and leadership capability above platform-specific expertise.
Requirements and Responsibilities
Key Responsibilities

• Lead, mentor, and support a team of social media customer service agents
• Monitor daily operations to ensure service levels and performance targets are met
• Conduct regular coaching sessions and identify training and development needs
• Oversee customer queries, complaints, and feedback across social media channels
• Develop strategies to improve customer satisfaction and engagement
• Establish KPIs and performance goals aligned with business objectives
• Prepare reports on team performance, customer trends, and service outcomes
• Drive continuous improvement across workflows and customer experience processes
• Manage escalations and ensure consistent communication during high-pressure situations

Experience & Skills Required

• Minimum of 2-3 years' experience in a customer service leadership or team leader role
• Strong background in customer engagement
• Excellent written and verbal communication skills
• Proven ability to motivate and develop high-performing teams
• Strong problem-solving and decision-making skills
• Comfortable working under pressure in a fast-paced environment
• Social media or digital customer service exposure is advantageous but not mandatory

Personal Attributes

• Strong leadership presence with the ability to inspire and guide teams
• Empathetic, customer-focused approach
• Adaptable, resilient, and proactive
• Detail-oriented with a commitment to service quality
• Confident using technology and learning new platforms quickly

Skills Required