---
title: 'Support Coordinator at Sonder.io'
canonical: 'https://feeny.ai/job/support-coordinator-sonder-io-waterloo-54z3fm7wx6nv'
type: 'job'
last_seen: '2026-09-09'
---

# Support Coordinator at Sonder.io

- **Company:** Sonder.io
- **Location:** Waterloo, Canada
- **Posted:** 2024-10-07
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/sonderaustralia/jobs/7670442002

## 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

Reporting to the Support Centre Manager, you will act as the first point of contact for members who need help. You’ll be supporting our members with issues relating to mental health, wellbeing and physical safety. You will communicate with our members via Instant message and phone using the bespoke systems our in-house engineers have built.

Supported by the right training, you will confidently handle critical situations. You will use your judgment along with the support of your Supervisor to provide the right support to our Members.

We provide 24/7 support, so we need you to be happy joining our rotating roster. Shifts are projected well in advance to allow personal planning, balance, and flexibility.

## What you’ll be doing

- Coordinate a wide variety of emergency and non-emergency requests under the guidance of our Shift Supervisor
- Work with our team of Nurses and Psychologists to accurately pass on case notes for cases that require escalation
- You may occasionally liaise with external stakeholders to ensure the best outcome for the member
- Provide input into operational processes and functionality.
- Office-based role in Waterloo, Sydney.

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;

- Experience working in a complex high pressure environment, operations or inbound call centre
- Superior English communication skills - fluency in other languages such as Spanish, Hindi, Mandarin, Thai, or Vietnamese, is helpful but not required.
- Experience in working in Culturally and Linguistically diverse communities, complex or crisis environments (Desirable)
- Experience managing multiple tasks.
- Strong problem-solving skills.

Care Specialists are scheduled to work a rotating 24/7 roster. Shifts are 8.5 hours, below are some examples of what a shift time could look like:

- Morning: 06:00 - 14:30
- Day: 10:00 - 18:30
- Afternoon: 14:00 - 22:30
- Evening:16:00 - 00:30
- Overnight: 22:00 - 06:30

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Member Support Team and as we continue to grow, there will be plenty of development opportunities.

- Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months at full pay!)
- Induction and onboarding designed to make you succeed in your new role
- Salary packaging and novated leasing
- Wellbeing support to invest in your own wellbeing
- Free coffee Tuesdays and catered lunch on Thursdays
- Team social fund to connect with your team, plus 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](https://www.linkedin.com/company/sondersafe/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

#LI-Onsite

## 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)

## Other roles at Sonder.io

- [Customer Insights Partner](https://feeny.ai/job/customer-insights-partner-sonder-io-waterloo-3eqaafmt5t92) — Waterloo, Canada
- [Bookkeeper](https://feeny.ai/job/bookkeeper-sonder-io-sydney-e4rn2dn4knjv) — Sydney, Australia
- [Social Worker](https://feeny.ai/job/social-worker-sonder-io-sydney-xv93cjtn0wg5) — Sydney, Australia
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- [Partner Development Manager](https://feeny.ai/job/partner-development-manager-sonder-io-sydney-1nsw32gexwf4) — Sydney, Australia
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- [Account Executive - Small Business](https://feeny.ai/job/account-executive-small-business-sonder-io-sydney-ys22a7w1t7hz) — Sydney, Australia
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