Support Coordinator

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.

• 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

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 will embody the Sonder values and love working in a quick‑paced, dynamic workplace.

• 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 working in culturally and linguistically diverse communities, complex or crisis environments (Desirable)
• Experience managing multiple tasks
• Strong problem‑solving skills
• Shift Scheduling

Care Specialists are scheduled to work a rotating
24/7 roster. Shifts are
8.5hours, 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

• Paid parental leave with an attractive return‑to‑work policy (e.g., return to work at 80% for the first3months 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 –2days per year to participate in meaningful causes and contribute back to the community

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 prospect 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 National Police Check and WWCC.