Support Coordinator

At Sonder, we help organisations improve the health, safety and wellbeing of their people, empowering them to be at their best. Our mobile app provides immediate, 24/7 support to our members from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives our customers the insights they need to act on tomorrow’s wellbeing challenges today.
Founded in 2017, Sonder has rapidly expanded with operations in Australia, New Zealand, and the UK. After a highly successful Series B capital raise in August 2022, we are scaling globally to make a positive impact on our customers and their people. Our approach is both technology-driven and human centred aiming to transform workplace wellbeing with accessible, preventive care.

• 900,000+ eligible members across multiple countries
• 200 + team members, as well as an on-the-ground responder network 
• Partnerships with major corporations, education providers, and government agencies 

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

Reporting to the Wellbeing Team Lead, 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.

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 our life page for more info - https://www.linkedin.com/company/sondersafe/life/

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

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