Customer Support Specialist

3 weeks ago

Waterloo, Australia at Sonder Full time

About the Role

We are seeking a highly skilled Customer Support Specialist to join our Operations team at Sonder. As a key member of our team, you will play a vital role in delivering outstanding service to our customers and members.

Key Responsibilities

  • Provide live support to customer stakeholders via live chat, telephone, and email, ensuring a seamless experience for both customers and members.
  • 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.
  • 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.

Requirements

  • 3+ years in a customer service role, ideally in a B2B environment.
  • Technology savvy with the ability to work 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.

What We Offer

  • Hybrid and flexible working environment.
  • 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.
  • 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.
  • 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.

About Sonder

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.

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