Support Coordinator

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‑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!

Reporting to the Member Support Manager, you will be the first point of contact for members seeking support. You will assist members with matters relating to mental health, wellbeing, and physical safety, communicating via instant messaging and phone using bespoke systems developed by our in-house engineering team.

With comprehensive training and ongoing support, you will confidently respond to critical situations, applying sound judgement and working closely with your Shift Supervisor to ensure members receive timely and appropriate care.

This role supports a 24/7 operation and is primarily scheduled across seven days a week within core operational hours of 7:00 am to 11:30 pm on a rotating roster basis. From time to time, flexibility will be required to support shifts outside these hours.

• 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

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.

• 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 is helpful but not required
• Experience managing multiple tasks
• Resilient
• Strong problem‑solving skills

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…