Customer Support and Wellbeing Specialist

23 hours ago

Waterloo, Australia at Sonder Full time
Unlock a Rewarding Career at Sonder

We are on a mission to empower people to be at their best, and we need talented individuals like you to join our team

About the Role

The Customer Support and Wellbeing Specialist will play a vital role in delivering exceptional service to our customers and members. As a key member of our Operations team, you will manage enquiries through various channels, resolve customer complaints, and address technical issues related to member onboarding.

Key Responsibilities:

  • Provide timely support to customer stakeholders via live chat, phone, and email, ensuring seamless navigation of our product and platforms.
  • Drive effective resolution of customer complaints and concerns, focusing on delivering satisfactory outcomes.
  • Evaluate technical issues and escalate them to the product team when necessary.
  • Contribute valuable insights to our Customer Success team.
  • Maintain an up-to-date knowledge base with easy-to-follow instructions for new products and services.
  • Collaborate with members on onboarding, troubleshooting, and tech issues related to our app.
  • Analyze customer feedback and service interactions to identify opportunities for process improvements.

What You'll Need

To succeed in this role, you'll need:

  • A minimum of 3 years' experience in customer service, preferably in a B2B environment, with a background in workplace health, safety, or people functions an advantage.
  • Strong technology skills, with the ability to work across various platforms.
  • Excellent communication and problem-solving skills, with a focus on handling customer complaints and resolving objections.
  • The ability to thrive in fast-paced, dynamic environments with strong attention to detail.
  • Experience working in a hybrid or flexible work environment is preferred.

Why Choose Sonder?

We offer a unique blend of flexibility, autonomy, and collaboration, empowering you to excel in your role while enjoying a great work-life balance. Our comprehensive benefits package includes:

  • $1000 annual contribution towards your development plan + 2 days of study leave.
  • Paid parental leave with an attractive return-to-work policy, offering Primary Carers 12 weeks and Secondary Carers 4 weeks, plus 80% pay for the first 3 months.
  • Employee Share Option Plan (ESOP), allowing you to share in Sonder's success.
  • Salary packaging novated leasing.
  • $250 annually for wellbeing investments.
  • Free coffee on Tuesdays and catered lunch on Thursdays.
  • Team social fund and monthly company-wide social events.
  • Dog-friendly office.
  • Volunteer leave: 2 days per year to participate in meaningful causes.

Let's Empower People Together

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