Customer Support Specialist

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

As a Customer Support Specialist, you will play a key role in our Operations team, dedicated to delivering outstanding service to our customers and members. You will manage enquiries through phone and email, take charge of resolving customer complaints, and address technical issues related to member onboarding, ensuring a seamless experience for both customers and members. With a strong customer-obsessed mindset, you will ensure that every interaction enhances customer satisfaction and builds lasting relationships

What you’ll be doing

• Provide live support (via live chat, telephone, and email) to customer stakeholders, enabling them to effectively navigate the Sonder product and platforms.
• Drive the resolution of customer complaints and concerns, focusing on delivering effective and satisfactory outcomes.
• Escalate technical issues to the product team when they cannot be resolved within operations.
• Provide any relevant insight and visibility to our Customer Success team
• Own and manage the customer support knowledge base, ensuring it remains up-to-date with easy-to-follow instructions as new products and services are introduced.
• Manage interactions with members related to onboarding, troubleshooting, and tech issues with the Sonder app
• Identify opportunities for process, policy, and systems improvements based on customer feedback and service interactions.

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;

• 3+ years in a customer service role, ideally in a B2B environment. Experience in workplace health, safety, or people functions is advantageous, but not required.
• Technology savvy with the ability of working across various platforms
• Strong experience in handling customer complaints and resolving objections.
• Ability to thrive in fast-paced, dynamic, and ambiguous environments.
• Strong attention to detail and problem-solving skills
• Excellent verbal and written communication skills, with the ability to engage with customers across various forums.

Why join Sonder?

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.

• Hybrid and flexible working environment. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance.
• Gain free access to the Sonder app for you and your family, offering 24/7 on-demand support for health, wellbeing, and safety.
• $1000 annual contribution as part of your development plan + 2 days of study leave
• 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.
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success. 
• Salary packaging novated leasing.
• ​​Access $250 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
• Free coffee on Tuesdays and catered lunch on Thursdays.
• Team social fund to connect with your team, plus monthly 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/

Sonder is committed to creating an inclusive and diverse workplace for everyone. We offer equal opportunities to all, regardless of race, gender, age, disability, political beliefs, sexual orientation, or any protected status. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

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