Craft customer communications that make a difference
Join a fast-growing telco and help shape clear, engaging content that truly supports our customers.

About Leaptel
Leaptel is a Melbourne-based internet service provider delivering lightning-fast, rock-solid internet with a people-first approach. We’re passionate about customer service, collaboration, and continuous improvement. As our customer base grows, so does our focus on clear, thoughtful communications that make life easier for customers and our team.

The Opportunity

We’re seeking a CX Content & Communications Specialist to bring clarity, care, and consistency to our customer communication. Guided by our Project Manager and Chief Operating Officer, this role focuses on service communications, making sure customers feel supported and confident at every stage of their journey.

You’ll work closely with customer service, technical, and marketing teams to ensure messages are clear, timely, and easy to understand. From onboarding and troubleshooting to service changes and updates, you’ll create content that builds trust, strengthens our voice, and helps customers get the most out of their Leaptel experience.

This role is based at our Camberwell office. After probation, there may be the option to transition to a hybrid arrangement, with a mix of work-from-home and in-office days.

In this role, you’ll:

Write and edit customer-facing communications across the service journey (e.g., onboarding, billing, service updates, troubleshooting)

Build automated communication journeys to ensure timely, consistent updates

Collaborate with marketing on knowledge base articles, blogs, and other resources

Create and maintain a consistent Leaptel voice across all customer communications

Translate technical or regulatory details into clear, user-friendly messages

Support product launches, service changes, and other key updates with clear, customer-first communications

About You
You’re a confident writer who loves turning complex information into something simple and easy to follow. You thrive in a collaborative, fast-paced environment and know how to adapt tone and style for different audiences.

You’ll bring:

3–5 years’ experience creating customer communications or content strategies

Strong writing and editing skills, with a sharp eye for detail and tone of voice

Confidence working alongside technical and operational stakeholders

Strong organisational skills and the ability to balance competing priorities

Experience with content, CRM, or email tools to deliver clear, timely messages

A collaborative mindset and the initiative to make things happen

Bonus points for:

Experience creating publishing templates or managing CMS/email workflows

Knowledge of telco or other regulated industries

Why Join Leaptel?
At Leaptel, people come first. We look out for each other, value balance, and believe a supportive team environment helps us all do our best work. Together, we’re committed to outstanding customer service and building strong, genuine connections with the people we serve.

We know diverse perspectives make us stronger. As an equal opportunity employer, we welcome applications from all communities, including Aboriginal and Torres Strait Islander peoples, women, people of colour, LGBTQI+ individuals, people with disabilities, and culturally diverse groups.

Ready to Leap Forward?
If you’re excited about crafting communications that genuinely make a difference for customers, we’d love to hear from you. Apply now with your CV and a cover letter telling us why this role feels like the right fit.

Got questions or want to see the position description?
Reach out to us at: [email protected]