Customer Service Representative

Job Description

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

We are looking for a tech-savvy, empathetic Customer Service Representative to join our team in Waterloo, Sydney. This is a critical role that sits at the intersection of our members, our digital product, and our technical teams.

You will be the primary point of contact for member support tickets, troubleshooting the Sonder app, and ensuring that any hurdles to accessing our service are cleared quickly. You will work closely with our Data Operations Specialists and Product team to turn member feedback into product improvements.

What you’ll be doing

• Member Support: Manage and resolve support tickets regarding onboarding, offboarding, and technical troubleshooting within our 1-business-day SLA.
• Problem Solving: Investigate reported system faults, attempt to replicate user issues, and document findings for our Product team.
• Advocacy: Be the voice of the member. Collate feedback and suggestions to help shape the future development of the Sonder platform.
• Collaboration: Work cross-functionally with Customer Success and QA Managers to resolve complex complaints and ensure high-quality service delivery.
• Operations Support: Assist the Operations team with data reporting and continuity of service during peak periods or leave.

Who are we looking for?

• A Natural Troubleshooter: You have a “detective” mindset. You enjoy digging into a technical issue to find out exactly why something isn’t working.
• Empathetic Communicator: You understand that when a member reaches out, they may be stressed. You communicate with warmth, clarity, and professionalism.
• Tech-Fluent: You are comfortable navigating CRM systems. Experience with JIRA and Hubspot is a significant advantage.
• Detail-Oriented: You take pride in well-documented tickets and ensure that no member request falls through the cracks.
• Proactive: You don’t just wait for tasks; you look for ways to enhance performance and improve the user journey.

Experience & Requirements

• Demonstrated experience in a Customer Service role (written response/ticketing experience preferred).
• Previous experience with Hubspot, Jira or similar CRM and ticketing systems
• Experience working in cross-functional or diverse team environments.
• Strong organisational and time-management skills.
• Compliance: You must have (or be willing to obtain) a National Police Check and a valid Working with Children Check (WWCC).
• Must have full work rights in Australia with no restrictions

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.
• Our employees and their families get free access to the Sonder app with ²⁴⁄₇ support.
• 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.
• 2 days of study leave to invest in your professional growth.
• Employee Share Option Plan (ESOP) – share in Sonder’s success.
• Salary Packaging and 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
• Dog-friendly office in our Sydney HQ
• 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 Working With Children Check.

#LI-Hybrid