Support Coordinator - London

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-the-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!

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 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.

This role would be suitable for someone who is looking for full-time opportunities (37.5 hours 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 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 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.

Care Specialists Are Scheduled To Work a Rotating Roster. Working Across Our UK Operational Hours Of 7am - 11pm Monday To Sunday. Shifts Are 7.5 Hours, Below Are Some Examples Of What a Shift Time Could Look Like

• Morning: 07:00 - 15:00
• Day: 12:00 - 20:00
• Afternoon: 15:00 - 23:00

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

Check out our life page for more info - Sonder Life Page

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