Support Coordinator

At Sonder, we believe that every person deserves to feel safe, supported, and empowered to be at their best - wherever they are. That’s why 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 fr...

By harnessing real-time insights, we enable organisations to take proactive steps toward a healthier, safer future, which leads directly to tangible bottom-line business outcomes.

Since our founding in 2017, Sonder has experienced rapid growth, expanding operations across Australia, New Zealand, and the UK. Backed by Australia’s leading venture capital firms, Seek and Blackbird, we are well-capitalised and on a mission to scale globally, partnering with corporations, educational institutions,...

Reporting to the Support Centre Manager, you will act as the first point of contact for members who need help. You’ll be supporting our members with issues relating to mental health, wellbeing and physical safety. You will communicate with our members via Instant message and phone using the bespoke systems our in-house engineers have built.
Supported by the right training, you will confidently handle critical situations. You will use your judgment along with the support of your Supervisor to provide the right support to our Members.
We provide 24/7 support, so we need you to be happy joining our rotating roster. Shifts are projected well in advance to allow personal planning, balance, and flexibility.
Coordinate a wide variety of emergency and non-emergency requests under the guidance of our Shift Supervisor
Work with our team of Nurses and Psychologists to accurately pass on case notes for cases that require escalation
You may occasionally liaise with external stakeholders to ensure the best outcome for the member
Provide input into operational processes and functionality.
Office-based role in Waterloo, Sydney.

The ideal candidate has a growth mindset and is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.
What you bring to the team;
Experience working in a complex high pressure environment, operations or inbound call centre 
Superior English communication skills - fluency in other languages such as Spanish, Hindi, Mandarin, Thai, or Vietnamese, is helpful but not required.
Experience in working in Culturally and Linguistically diverse communities, complex or crisis environments (Desirable)
Experience managing multiple tasks.
Strong problem-solving skills.

Care Specialists are scheduled to work a rotating 24/7 roster. Shifts are 8.5 hours, below are some examples of what a shift time could look like:
Morning: 06:00 - 14:30
Day: 10:00 - 18:30
Afternoon: 14:00 - 22:30
Evening:16:00 - 00:30
Overnight: 22:00 - 06:30