Support Coordinator

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.

• 500,000+ eligible members across multiple countries
• 300 + team members, as well as an on-the-ground responder network
• Trusted by major corporations, education providers, and government agencies

Join Sonder’s innovative movement to provide global support through the right care at the right time and know you are contributing to empowering people to be at their best.

About the role

Reporting to the Member Support Manager, you will act as the first point of contact for members who need our help. You’ll support 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 judgement 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.

This role would be suitable for someone who is looking for either full time opportunities (38 hours per week) or part-time hours (Minimum 3 shifts per week) and is happy to work in an office-based role.

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 is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Bonder 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 is desirable.
• Exposure to social work or mental health industry through work or education is highly desirable
• Superior English communication skills - fluency in other languages such as Spanish, Hindi, Mandarin, Thai, or Vietnamese, is helpful but not required.
• Experience managing multiple tasks.
• Resilient
• Strong problem-solving skills.

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.

• • Central London HQ with a fully equipped gym & yoga studio

  • Pension contributions

  • Learning fund (annual) + 2 days of study leave to support your personal development

  • Wellbeing fund

  • Paid parental leave

  • Induction and onboarding designed to make you succeed in your new role

  • Team social fund to connect with your team, plus company wide social events

  • Volunteer leave - 2 days per year to participate in meaningful causes and contribute back to the community

Due to the nature of our industry, all Sonder employees are required to complete a DBS Check