At Sonder, we help organisations improve the health, safety and wellbeing of their people, empowering them to be at their best. Our mobile app provides immediate, 24/7 support to our members from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives our customers the insights they need to act on tomorrow’s wellbeing challenges today.

Founded in 2017, Sonder has rapidly expanded with operations in Australia, New Zealand, and the UK. After a highly successful Series B capital raise in August 2022, we are scaling globally to make a positive impact on our customers and their people. Our approach is both technology-driven and human centred aiming to transform workplace wellbeing with accessible, preventive care.

• 900,000+ eligible members across multiple countries
• 200 + team members, as well as an on-the-ground responder network 
• Partnerships with major corporations, education providers, and government agencies 

Join Sonder’s mission to deliver timely and effective global support, and contribute to empowering people to be at their best.

About the role

The Shift Supervisor at Sonder leads our onsite Support Centre, overseeing Member Support delivery and managing critical incidents to ensure Care Specialists are equipped to meet members' needs. You will mentor the team, collaborate across departments, and uphold Sonder’s values in high-pressure situations. This role requires prioritising tasks, fostering a positive team culture, and aligning with strategic goals within a 24/7 shift roster.

What you’ll be doing

• Oversee the delivery of Active Support to Sonder’s members, ensuring the Support Centre is prepared to meet their needs.
• Supervise, mentor, and guide Support Coordinators to foster professional development.
• Collaborate with the Nurse Team Lead and other departments to ensure effective team operations.
• Respond swiftly and effectively to high-pressure, emergency situations while maintaining control.
• Prioritise tasks, manage multiple responsibilities, and meet strict timelines in a fast-paced environment.
• Work within a rotating 24/7 shift roster to ensure continuous service delivery.
• Demonstrate strong critical thinking and decision-making skills to assess and address complex situations.
• Show empathy, emotional intelligence, and cultural sensitivity in all member and colleague interactions.
• Foster a positive team culture, encouraging collaboration, support, and individual growth.
• Identify and manage conflicts of interest responsibly and in line with policy.
• Ensure the provision of Active Support is in accordance with operational policies, procedures, and guidelines.

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;

• Previous experience in problem-solving and management roles (Essential)
• Experience in operations centre environments and working with complex situations (Desirable)
• Proven leadership, coaching, and mentoring skills (Desirable)
• Resilient, calm under pressure, and able to manage multiple tasks in high-pressure situations
• Strong decision-making and critical thinking abilities
• Ability to prioritise, lead by example, and uphold Sonder values and behaviour standards
• Skilled in fostering teamwork, supporting staff, and creating a culture of success
• Ability to identify and manage conflicts of interest responsibly
• Clear understanding of Sonder’s strategic direction and ability to align actions with these goals
• High levels of empathy, emotional intelligence, and cultural sensitivity in interactions
• Adaptable, responsive, and able to communicate effectively and concisely

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.

• 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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