Customer Operations Specialist

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

As aCustomer Operations Specialist at Sonder, you'll play a vital role in delivering timely, empathetic, and effective support to our customers across multiple channels, including web chat, phone, and email. You'll work closely with our Customer Success and cross-functional teams to resolve issues, guide users through our platform, and ensure a seamless customer experience. Your focus areas will include:

What you'll be doing

• Provide clear, concise, and empathetic support to customers across chat, phone, and email, ensuring every interaction reflects our commitment to care and quality.
• Resolve a wide range of technical and service-related enquiries, including customer complaints and escalations, with a solutions-focused approach.
• Guide users through the Sonder platform, supporting them at different stages of the customer lifecycle and helping them get the most from their experience.
• Work collaboratively with cross-functional teams, particularly Customer Success and Product, to troubleshoot issues and drive consistent, high-quality outcomes.
• Identify trends, inefficiencies, and recurring issues from customer interactions, and contribute ideas to improve processes and enhance the overall experience.
• Create and maintain clear, helpful customer-facing resources in our knowledge base to support self-service and reduce friction across the support journey.
• Ensure accurate documentation and system updates to support seamless handovers and internal visibility.
• Participate in regular team discussions and knowledge-sharing sessions to improve support workflows and service delivery.

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 of experience in customer support within a B2B environment, ideally with exposure to workplace health, safety, or wellbeing.
• Strong technical troubleshooting skills and the ability to confidently navigate multiple systems and tools.
• Proven ability to manage customer complaints with professionalism, empathy, and a solutions-focused mindset.
• Excellent written and verbal communication skills, with a strong attention to detail.
• A proactive and adaptable approach, comfortable working in fast-paced or evolving environments.
• Collaborative and team-oriented, with strong interpersonal skills and a genuine commitment to delivering excellent customer experiences.

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/

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 opportunity 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

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