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’re seeking a Care Specialist Manager to lead a high-performing team of Care Specialists within our Sonder Support Centre. This role is key to ensuring our members receive timely, accurate, and compassionate care—especially during moments that matter most.

You’ll be responsible for operational oversight, performance coaching, and creating an environment where the team feels supported, empowered, and inspired to do their best work. With a strong understanding of unscheduled care and live incident management, you’ll also act as a point of escalation for complex safety, medical, and mental health cases. By providing ongoing feedback, structured training, and clear growth pathways, you’ll support team development and ensure Care Specialists are confident, capable, and consistently delivering high-quality support. Your leadership will be key to driving excellence and upholding our high service standards.

What you’ll be doing

• Leading and coaching a team of Care Specialists to consistently deliver high-quality member support across safety, medical, and mental health pathways.
• Managing daily operations Monday - Friday in a fast-paced 24/7 environment, ensuring optimal coverage, workflow efficiency, and resource utilisation.
• Acting as the escalation point for complex, high-risk cases including live incidents, emergency medical events, and critical mental health concerns.
• Monitoring key performance indicators and operational data to identify areas for improvement and implement strategies to enhance team and individual outcomes.
• Delivering structured onboarding, training, and ongoing professional development sessions to keep the team sharp, informed, and confident.
• Supporting multidisciplinary collaboration with medical and mental health professionals to ensure seamless care delivery.
• Contributing to out-of-hours leadership and decision-making when needed.
• Fostering a culture of empathy, open communication, and accountability—ensuring your team feels valued, supported, and aligned with Sonder’s mission.

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;

• 2+ years’ experience managing emergency medical and mental health cases, ideally in unscheduled care or telehealth settings.
• 1+ year in a team leadership or supervisory role within a contact centre or high-pressure service environment, with a strong track record of coaching and performance management.
• Proven ability to manage live, high-pressure incidents—such as severe weather events or urgent medical escalations—with clarity and confidence.
• Experienced in 24/7 service environments, with the capability to make sound decisions during complex, out-of-hours situations.
• Skilled at collaborating with medical and mental health professionals in a multidisciplinary care model.
• Strong communicator who fosters a team culture of openness, growth, and constructive feedback.
• Emotionally intelligent and people-focused, with the ability to support individuals through stress, change, and professional challenges.
• Organised, adaptable, and solutions-driven—able to lead effectively in fast-paced, dynamic conditions.
• Background in telehealth, contact centres, or emergency operations is highly regarded.
• Tertiary qualification in business, healthcare, or mental health is desirable.

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.
• 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, 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.
• 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, empowering you to choose the support that best fits your needs.
• 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.

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

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. All qualified applicants are encouraged to apply and join us in fostering a respectful and empowering environment.

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC

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