---
title: 'Care Specialist Team Lead at Sonder.io'
canonical: 'https://feeny.ai/job/care-specialist-team-lead-sonder-io-manchester-pttcpr95f2a8'
type: 'job'
last_seen: '2026-11-04'
---

# Care Specialist Team Lead at Sonder.io

- **Company:** Sonder.io
- **Location:** Manchester, United Kingdom
- **Posted:** 2026-10-21
- **Last confirmed live:** 2026-11-04
- **Apply:** https://job-boards.greenhouse.io/sonderaustralia/jobs/8907795002

## Job description

At Sonder, we believe every person deserves to feel safe, supported, and empowered to be at their best, wherever they are. 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 members receive immediate care when they need it most.

Since our founding in 2017, we’ve grown rapidly across Australia, New Zealand, and the UK. Backed by Seek and Blackbird, we now support over one million members and 200+ team members globally. We’re well-capitalised, scaling fast, and actively building toward an AI-native organisation.

## About the Role

Reporting to the UK Member Support Manager, you’ll lead our UK Care Specialist team from our Manchester office, making sure every member gets timely, accurate and compassionate support. You’ll own performance, rostering, training and hiring for a team that runs 24/7, while working a Monday to Friday schedule yourself. If you’ve led frontline teams through high volumes, live incidents and sensitive cases, and you care as much about your team as the members they support, this role is for you.

## What You’ll Be Doing

- Lead, coach and motivate your Care Specialists to deliver high quality support, holding monthly feedback sessions with every direct report
- Build and maintain a roster that guarantees 24/7 continuity of care while actively managing fatigue
- Provide advice and decisions when urgent issues arise outside standard hours, and step in during surges and high volume periods, including supervisor coverage
- Own induction and ongoing training in line with our L&D Framework, developing lesson content and making sure every team member completes their compliance assessments
- Act as hiring manager for Care Specialists, partnering with People & Culture to grow the UK team
- Contribute to quality assurance and case reviews, auditing 10% of active support cases and turning what you find into coaching and process improvements
- Manage your team’s administration across payroll, leave and rostering

## What You’ll Bring

- At least two years leading frontline teams in a 24/7 contact centre, handling a high volume of diverse and sensitive inbound cases
- Experience managing live incidents, severe weather events and medical emergencies as they unfold
- Experience working with and coordinating medical professionals within a multidisciplinary team
- A track record of managing performance, both positive and corrective, through regular and structured feedback
- The ability to understand a complex product and make sure members get the right care at the right time across a range of pathways
- Clear, calm communication and sound prioritisation in a high pressure environment
- Empathy and emotional intelligence, with the self-awareness to support Care Specialists through personal and professional challenges
- Comfort with change and the ability to adapt quickly

## Nice to Have

- A background in unscheduled care or telehealth
- A degree in business management, medicine or mental health

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.

- On-site in our Manchester office, Monday to Friday, 9:00am to 5:30pm, working alongside the UK Member Support team.
- 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.
- True AI Native organisation with access to Claude, Gemini and other tools to encourage you to experiment, automate and get those real efficiency gains, no matter the role
- 2 days of study leave to invest in your professional growth.
- Employee Share Option Plan (ESOP), share in Sonder’s success.
- Workplace pension through Smart Pension, with up to 5% matched employer contributions.
- Bike2Work scheme, saving up to 43.25% on a new bike.
- Access annually to invest in your wellbeing, empowering you to choose the support that best fits your needs.
- 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 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, this role requires an Enhanced Disclosure and Barring Service (DBS) check.

## About Sonder.io

## Company Overview
- **One-liner**: Sonder provides a complete employee care platform offering 24/7 support across personal safety, medical, and mental health through a single app.
- **Entity Type**: Private (funding stage not disclosed in provided sources)
- **Headquarters**: Sydney, Australia (with offices in the UK and New Zealand)
- **Founded**: Not publicly available in provided sources
- **Founders**: Not publicly available in provided sources

## Core Business
- **Primary industry/industries**: Employee wellbeing, healthcare technology, personal safety and mental health services
- **Target customers**: B2B, Enterprise, SMB – serving organisations of all sizes, with highlighted customers including “the world's best organisations” [sonder.io](https://sonder.io/)
- **Mission or purpose statement**: “Redefining care” and “making help accessible to our communities whenever they need it” [sonder.io](https://sonder.io/company/careers/)

## Products & Services
- **Personal Safety Support**: Safety alerts, journey tracking, smart check‑ins, and in‑app push notifications for local hazards. [sonder.io](https://sonder.io/products/personal-safety-support/)
- **Mental Health Support**: Accredited, confidential support from psychologists and counsellors, available via chat or call 24/7. [sonder.io](https://sonder.io/products/mental-health-support/)
- **Medical Support**: Expert medical advice, assessments, and triage from nurses and doctors, with an average response time of 10 seconds. [sonder.io](https://sonder.io/products/medical-support/)
- **Holistic Triage**: A single‑entry triage system that routes members to the right care (medical, mental, or safety) based on need. [sonder.io](https://sonder.io/products/holistic-triage/)
- **Injury Management**: Early‑intervention injury management for workplace incidents. [sonder.io](https://sonder.io/products/injury-management/)
- **Critical Incident Support**: Evidence‑based response to critical incidents. [sonder.io](https://sonder.io/company/about-us/)
- **Manager Support**: Tools and guidance for managers supporting team wellbeing.
- **Self‑Help Resources**: Digital wellbeing resources for proactive care.

All services are delivered via a mobile app and a 24/7 support centre staffed by nurses, psychologists, and emergency‑trained responders.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Over **1 million eligible members** supported across client organisations. [sonder.io](https://sonder.io/)
- **Notable Investors/Partners**: Not disclosed in provided sources
- **Growth Signals**:
  - **58 active job openings** across multiple countries (Australia, UK, New Zealand) [job-boards.greenhouse.io](https://job-boards.greenhouse.io/sonderaustralia)
  - First technology company to achieve **healthcare provider accreditation** from the Australian Council on Healthcare Standards (ACHS) [sonder.io](https://sonder.io/company/about-us/)
  - Reported member outcomes include 38% reduction in absenteeism, 60% increase in individual productivity, and 77% of members feeling safer after using Sonder [sonder.io](https://sonder.io/)
  - Growing Responder Network (in‑person support staff) with roles in many cities across Australia, UK, and New Zealand

## Competitive Advantages
- **First tech company with healthcare‑provider accreditation** – placed alongside hospitals and leading healthcare institutions (ACHS accredited) [sonder.io](https://sonder.io/company/about-us/)
- **Holistic, single‑platform approach** – integrates personal safety, medical, and mental health support, reducing the need for multiple vendors
- **Early intervention focus** – proactive alerts and triage to prevent escalation, driving measurable business outcomes (reduced absenteeism, increased productivity) [sonder.io](https://sonder.io/)
- **In‑person responder network** – trained professionals (medical, military, emergency services background) provide on‑the‑ground support
- **High security and confidentiality standards** – built to protect sensitive health data, with policies tailored for under‑18 users

## Strategic Focus
- Expand the platform’s reach across industries by continuing to demonstrate measurable ROI for employers
- Deepen early‑intervention and prevention capabilities to move beyond traditional Employee Assistance Programs (EAPs) [sonder.io](https://sonder.io/company/about-us/)
- Scale the Responder Network and 24/7 support centre to serve a growing global member base
- Maintain and strengthen healthcare accreditations to differentiate from other wellbeing tech providers

## Why Work Here
- **Culture**: Described as built on “grit, determination, and resilience, balanced with empathy, excellence, respect, and teamwork.” [sonder.io](https://sonder.io/company/careers/)
- **Hybrid Work Model**: Employees split time between a warehouse‑style Sydney office (home of the 24/7 support centre) and remote work. The company is “designed for connection and flexibility.” [sonder.io](https://sonder.io/company/careers/)
- **Employee Benefits**: All staff have access to the Sonder platform for personal support.
- **Meaningful Impact**: “We’re driven by a shared purpose: redefining care.” Employees can directly help make support accessible to communities in need.
- **Open Roles**: Broad range of positions – engineering (e.g., Full Stack AI Software Engineer), commercial (Enterprise Account Executives), marketing, corporate (Chief of Staff, Corporate Counsel), member support, and a large Responder Network across Australia, UK, and NZ. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/sonderaustralia)

## Sources
1. [sonder.io/company/careers/](https://sonder.io/company/careers/)
2. [sonder.io/company/about-us/](https://sonder.io/company/about-us/)
3. [sonder.io/](https://sonder.io/)
4. [sonder.io/products/personal-safety-support/](https://sonder.io/products/personal-safety-support/)
5. [sonder.io/products/mental-health-support/](https://sonder.io/products/mental-health-support/)
6. [sonder.io/products/medical-support/](https://sonder.io/products/medical-support/)
7. [sonder.io/products/holistic-triage/](https://sonder.io/products/holistic-triage/)
8. [sonder.io/products/injury-management/](https://sonder.io/products/injury-management/)
9. [job-boards.greenhouse.io/sonderaustralia](https://job-boards.greenhouse.io/sonderaustralia)

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