Shift Supervisor

Sonder.io; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A workplace wellbeing technology company is seeking a Shift Supervisor to lead its onsite Support Centre in Manchester. The role involves supervising support delivery, mentoring Care Specialists, and managing high-pressure incidents. The ideal candidate will have strong leadership and problem-solving skills, capable of maintaining calm during emergencies. This position operates on a 24/7 schedule, requiring flexibility. A competitive benefits package, including annual leave and development opportunities, is provided.

Benefits

25 days annual leave plus public holidays

Free access to the Sonder app for employees

Paid parental leave

£500 annual contribution to development

Employee Share Option Plan

Access to wellbeing fund

Volunteer leave

Qualifications

• Experience in management roles with success in high-pressure situations.
• Strong leadership and mentoring skills to develop the team.
• Ability to manage emergencies effectively.

Responsibilities

• Lead and supervise the onsite Support Centre operations.
• Mentor and guide Care Specialists for performance improvement.
• Respond decisively to emergency situations.

Skills

Problem-solving

Leadership

Coaching

Critical thinking

Emotional intelligence

Job description

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

As a Shift Supervisor at Sonder, you will lead our onsite Support Centre, ensuring high‑quality Member Support delivery and effective management of critical incidents. You will provide hands‑on leadership to Care Specialists through coaching, mentoring, and real‑time support, enabling the team to perform confidently in both routine and high‑pressure situations.

You will work closely with cross‑functional teams to prioritise competing demands, make sound operational decision. This role supports a 24/7 operation and is primarily scheduled across seven days a week within core operational hours of 7:00am to 11:30pm on a rotating roster basis. From time to time, flexibility will be required to support shifts outside these hours.

What you’ll be doing

• Lead and supervise the delivery of Active Support to Sonder members, ensuring the Support Centre is fully prepared to respond to their needs.
• Mentor, coach, and guide Care Specialist to drive professional development and team performance.
• Respond decisively to high‑pressure and emergency situations, maintaining control and ensuring timely resolution.
• Manage multiple responsibilities simultaneously, meeting strict timelines while staying calm under pressure.
• Collaborate with the Nurse Team Lead and other departments to maintain seamless operations.
• Work within a rotating 24/7 shift roster (including nights, weekends, and public holidays) to ensure continuous service delivery.
• Apply critical thinking and sound judgment when assessing and managing complex incidents.
• Foster a positive, collaborative team culture that reflects Sonder’s values.
• Ensure all support is delivered in line with operational policies, procedures, and compliance requirements.

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;

• Bring previous experience in problem‑solving and management roles, with a track record of success in complex or high‑pressure situations.
• Have experience in operations centre environments or similar fast‑paced settings (desirable).
• Demonstrate strong leadership, coaching, and mentoring skills to develop and motivate your team.
• Remain calm, decisive, and effective when managing emergencies or multiple competing priorities.
• Apply critical thinking and sound decision‑making while upholding Sonder’s values and behavioural standards.
• Foster teamwork, create a positive culture of success, and manage conflicts responsibly.
• Align actions with Sonder’s strategic goals and adapt to evolving circumstances.
• Communicate clearly and concisely, showing high levels of empathy, emotional intelligence, and cultural sensitivity.
• Be flexible and committed to working within a rotating 24/7 shift roster

Why join Sonder?

At Sonder, we thrive in a fast‑paced, high‑performance environment with a strong commitment to our people. Our team is a collaborative, vibrant group of passionate professionals, dedicated to making a real impact on people’s lives every day.

• 25 days annual leave plus public holidays
• Our employees and their families get free access to the Sonder app with 24/7 support.
• Paid parental leave with an attractive return to work policy, 12 weeks for Primary Carers and 4 weeks for Secondary Carers, plus our Primary Carers return to work at 80% for the first 3 months at full pay.
• £500 annual contribution as part of your development plan + 2 days of study leave
• Employee Share Option Plan (ESOP) – share in Sonder’s success.
• Access £125 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Volunteer leave. 2 days per year to participate in meaningful causes and contribute back to the community.

Sonder is for Everyone

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 DBS Check.