Sonder
Care Specialist
Our mission is to build a world where people feel accepted, supported, and heard. A world where people have the confidence to request help for anything, any time.
Customer service and support
Part-time · 38 hours per week
Office | Waterloo, NSW, AU
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
2 vacancies available
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Why Sonder
Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support 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 leaders the insights they need to act on tomorrow’s wellbeing challenges today.
We completed a highly successful Series B capital raise in August 2022. With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.
Why join Sonder?
You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Marketing 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!)
Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success
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.
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
What you'll be responsible for
- 👥
Collaborative Issue Resolution
Collaborate with other people or teams to resolve complex customer issues
Skills you'll need
- 💪🏼
Resilience
Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Sonder is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch