Support Coordinator - Expression of Interest

Sonder

Sydney

On-site

AUD 60,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Learning fund - annual contribution + 2 days of study leave

Paid parental leave

Free coffee Tuesdays

Volunteer leave - 2 days per year

Job summary

Sonder is seeking a passionate Support Coordinator to act as the first point of contact for members needing assistance on mental health and safety issues. Supported by the right training, you will confidently manage critical situations while working in a dynamic, team-oriented environment. This full-time role includes working on a rotating roster, ensuring you contribute to the safety and wellbeing of our members while honing your skills in a supportive workplace focused on technology and human expertise.

Qualifications

Experience working in a complex high pressure environment, operations or inbound call centre.
Experience in working in Culturally and Linguistically diverse communities, complex or crisis environments (Desirable).

Responsibilities

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.
Provide input into operational processes and functionality.

Skills

Superior English communication skills

Strong problem-solving skills

Experience managing multiple tasks

Job description

1 week ago Be among the first 25 applicants

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 from a dedicated team of safety, medical, and mental health professionals - ensuring that our members receive immediate care when they need it most. In critical situations, we go beyond digital support, offering on-the-ground assistance to manage time-sensitive incidents.

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.

An Exciting Time to Join Sonder!

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, and government agencies to transform workplace wellbeing at scale.

Our impact and scale:

1,000,000+ members across multiple countries
200+ team members, plus an extensive network of on-the-ground responders

If you’re passionate about using technology and human expertise to drive meaningful change, join us in shaping the future of workplace wellbeing!

About the role

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.

What you’ll be doing

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.

Who are we looking for?

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

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Member Support Team and as we continue to grow, there will be plenty of development opportunities.

Modern office facilities
Learning fund - annual contribution + 2 days of study leave to support your personal development
Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months at full pay!)
Induction and onboarding designed to make you succeed in your new role
Salary packaging and novated leasing
Wellbeing support to invest in your own wellbeing
Free coffee Tuesdays and catered lunch on Thursdays
Team social fund to connect with your team, plus company wide social events
Dog-friendly office
Volunteer leave - 2 days per year to participate in meaningful causes and contribute back to the community

Check out ourlife page for more info - https://www.linkedin.com/company/sondersafe/life/

At Sonder, we are committed to fostering a workplace that reflects the rich diversity of the communities we serve. Our members come from all backgrounds, and we know that a diverse team helps us better understand and support their needs. We encourage applications from people of all ages, abilities, cultural backgrounds, gender identities, sexual orientations, and religious beliefs. We are proud to be an inclusive employer and strongly encourage Aboriginal and Torres Strait Islander peoples to apply. We are an equal opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC

Seniority level