Job Description
This is a Care Specialist role with Sonder based in Sydney, Australia
Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support 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 leaders the insights they need to act on tomorrow’s wellbeing challenges today.
We completed a highly successful Series B capital raise in August 2026. With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.
-- Sonder --
Role Seniority - Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
More About The Care Specialist Role At Sonder
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
???? Please consider applying even if you don't meet 100% of what’s outlined ????
Key Responsibilities
???? Member Request Handling - Serve as the first point of contact for members who need help
???? Collaborative Issue Resolution - Collaborate with other people or teams to resolve complex customer issues
Key Strengths
???????? Resilience - Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change
✅ Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
???? Problem solving - Identifies problems and develops logical solutions that address the problems
Why Sonder is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Sonder not with Hatch.
Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support 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 leaders the insights they need to act on tomorrow’s wellbeing challenges today.
We completed a highly successful Series B capital raise in August 2026. With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.
-- Sonder --
Role Seniority - Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
More About The Care Specialist Role At Sonder
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
???? Please consider applying even if you don't meet 100% of what’s outlined ????
Key Responsibilities
???? Member Request Handling - Serve as the first point of contact for members who need help
???? Collaborative Issue Resolution - Collaborate with other people or teams to resolve complex customer issues
Key Strengths
???????? Resilience - Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change
✅ Prioritization - Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
???? Problem solving - Identifies problems and develops logical solutions that address the problems
Why Sonder is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.
A Final Note: This is a role with Sonder not with Hatch.
💡 Quick Summary
Seeking a career-building opportunity? The Member Care Specialist position is now open for candidates interested in the Health Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Health Jobs is a plus.
