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. 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. 200+ team members, plus an extensive network of on-the-ground responders We are looking for a tech-savvy, empathetic Customer Service Representative to join our team in Waterloo, Sydney. This is a critical role that sits at the intersection of our members, our digital product, and our technical teams. You will be the primary point of contact for member support tickets, troubleshooting the Sonder app, and ensuring that any hurdles to accessing our service are cleared quickly. You will work closely with our Data Operations Specialists and Product team to turn member feedback into product improvements. Member Support: Manage and resolve support tickets regarding onboarding, offboarding, and technical troubleshooting within our 1-business-day SLA. Collate feedback and suggestions to help shape the future development of the Sonder platform. Collaboration: Work cross-functionally with Customer Success and QA Managers to resolve complex complaints and ensure high-quality service delivery. Operations Support: Assist the Operations team with data reporting and continuity of service during peak periods or leave.



You enjoy digging into a technical issue to find out exactly why something isn't working. Tech-Fluent: You are comfortable navigating CRM systems. you look for ways to enhance performance and improve the user journey. Demonstrated experience in a Customer Service role (written response/ticketing experience preferred). Previous experience with Hubspot, Jira or similar CRM and ticketing systems Compliance: You must have (or be willing to obtain) a National Police Check and a valid Working with Children Check (WWCC). At Sonder, we thrive in a fast-paced, high-performance environment with a strong commitment to our people. Hybrid and flexible working workplace. Enjoy the perfect balance of in-office collaboration and work from home flexibility, empowering you to optimise your productivity and work-life balance. ~ 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. ~Salary Packaging and 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 ~ Dog-friendly office in our Sydney HQ ~ 2 days per year to participate in meaningful causes and contribute back to the community. 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. Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and Working With Children Check. #

📌 Client Service Representative (Temporary Full-Time) (Waterloo)
🏢 Sonder
📍 Waterloo