Support Coordinator
Hatch
IT, Customer Service
Waterloo NSW 2017, Australia
Posted on Aug 11, 2025
This is a Support Coordinator role with Sonder based in Waterloo, NSW, AU
== Sonder ==
Role Seniority - junior
More About The Support Coordinator Role At Sonder
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
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
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;
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.
Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Sonder team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
A Final Note: This is a role with Sonder not with Hatch.
== Sonder ==
Role Seniority - junior
More About The Support Coordinator Role At Sonder
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
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.
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.
- 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
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.
- Modern office facilities
- Learning fund - annual contribution + 2 days of study leave to support your personal development
- 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
Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Sonder team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- 📞 Coordinate emergency and non-emergency requests
- 🤝 Collaborate with Nurses and Psychologists
- 🔗 Liaise with external stakeholders
- ⚡ Experience in a complex high-pressure environment
- 🗣️ Superior English communication skills
- 🧩 Strong problem-solving skills
- 🌍 Experience in culturally and linguistically diverse communities
- 🚑 Experience in crisis environments
- 🌐 Fluency in additional languages
A Final Note: This is a role with Sonder not with Hatch.