Care Specialist

Sonder

To build a world where people feel accepted, supported, and heard.

Sonder is a data-driven, human-first wellbeing company; helping organisations re-imagine their people’s health, wellness and safety. The heart of the solution is a technology-driven platform supported by medical and mental health experts - available every minute of every day. Their mission is to achieve the right outcome for a broad range of wellbeing and safety issues, from mild to severe. Aggregated data also provides organisations insights to reduce people-related risks and drive decision making, supporting leaders to confidently create a brighter future for their people and their organisation.

About the role Reporting to the Wellbeing Team Lead, 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.

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 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 
• Superior English communication skills - fluency in other languages such as Spanish, Hindi, Mandarin, Thai, or Vietnamese, is helpful but not required.
• Experience in working in Culturally and Linguistically diverse communities, complex or crisis environments (Desirable)
• Experience managing multiple tasks.
• 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.

• Modern office facilities
• Learning fund - annual contribution + 2 days of study leave to support your personal development
• Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months 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 - 2 days per year to participate in meaningful causes and contribute back to the community

• 💬 Customer Advocacy and Feedback
  

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼 Adoption and Success Management
  

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 💼 Account Retention and Expansion
  

  Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

• 👥 Collaboration
  

  Works with others by being open, clear in communication and listening to achieve goals

• 🛎 Service orientation
  

  Actively seeks and develops strategies to help key stakeholders

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems