Care Specialist Team Lead

At Sonder, we believe every person deserves to feel safe, supported, and empowered to be at their best, wherever they are. We’re redefining workplace health, safety, and wellbeing through a seamless blend of technology and human expertise. Sonder’s mobile platform provides 24/7, real-time support from a dedicated te...

Since our founding in 2017, we’ve grown rapidly across Australia, New Zealand, and the UK. Backed by Seek and Blackbird, we now support over one million members and 200+ team members globally. We’re well-capitalised, scaling fast, and actively building toward an AI-native organisation.

Reporting to the UK Member Support Manager, you’ll lead our UK Care Specialist team from our Manchester office, making sure every member gets timely, accurate and compassionate support. You’ll own performance, rostering, training and hiring for a team that runs 24/7, while working a Monday to Friday schedule yoursel...

 
Lead, coach and motivate your Care Specialists to deliver high quality support, holding monthly feedback sessions with every direct report
Build and maintain a roster that guarantees 24/7 continuity of care while actively managing fatigue
Provide advice and decisions when urgent issues arise outside standard hours, and step in during surges and high volume periods, including supervisor coverage
Own induction and ongoing training in line with our L&D Framework, developing lesson content and making sure every team member completes their compliance assessments
Act as hiring manager for Care Specialists, partnering with People & Culture to grow the UK team
Contribute to quality assurance and case reviews, auditing 10% of active support cases and turning what you find into coaching and process improvements
Manage your team’s administration across payroll, leave and rostering

 

At least two years leading frontline teams in a 24/7 contact centre, handling a high volume of diverse and sensitive inbound cases
Experience managing live incidents, severe weather events and medical emergencies as they unfold
Experience working with and coordinating medical professionals within a multidisciplinary team
A track record of managing performance, both positive and corrective, through regular and structured feedback
The ability to understand a complex product and make sure members get the right care at the right time across a range of pathways
Clear, calm communication and sound prioritisation in a high pressure environment
Empathy and emotional intelligence, with the self-awareness to support Care Specialists through personal and professional challenges
Comfort with change and the ability to adapt quickly

 
A background in unscheduled care or telehealth
A degree in business management, medicine or mental health