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- Tasks: Lead a team to provide 24/7 support and manage critical incidents.
- Company: Join Sonder, a fast-growing company transforming workplace wellbeing.
- Benefits: Enjoy 25 days annual leave, paid parental leave, and wellness funding.
- Why this job: Make a real impact on people's lives while developing your leadership skills.
- Qualifications: Experience in management and problem-solving in high-pressure environments.
- Other info: Be part of a diverse team committed to inclusivity and community support.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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
As a Shift Supervisor at Sonder, you will lead our onsite Support Centre, ensuring high-quality Member Support delivery and effective management of critical incidents. You will provide hands‑on leadership to Care Specialists through coaching, mentoring, and real‑time support, enabling the team to perform confidently in both routine and high‑pressure situations. You will work closely with cross‑functional teams to prioritise competing demands and make sound operational decisions. This role supports a 24/7 operation and is primarily scheduled across seven days a week within core operational hours of 7:00am to 11:30pm on a rotating roster basis. From time to time, flexibility will be required to support shifts outside these hours.
What you’ll be doing:
- Lead and supervise the delivery of Active Support to Sonder members, ensuring the Support Centre is fully prepared to respond to their needs.
- Mentor, coach, and guide Care Specialists to drive professional development and team performance.
- Respond decisively to high-pressure and emergency situations, maintaining control and ensuring timely resolution.
- Manage multiple responsibilities simultaneously, meeting strict timelines while staying calm under pressure.
- Collaborate with the Nurse Team Lead and other departments to maintain seamless operations.
- Work within a rotating 24/7 shift roster (including nights, weekends, and public holidays) to ensure continuous service delivery.
- Apply critical thinking and sound judgment when assessing and managing complex incidents.
- Foster a positive, collaborative team culture that reflects Sonder’s values.
- Ensure all support is delivered in line with operational policies, procedures, and compliance requirements.
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:
- Bring previous experience in problem-solving and management roles, with a track record of success in complex or high-pressure situations.
- Have experience in operations centre environments or similar fast‑paced settings (desirable).
- Demonstrate strong leadership, coaching, and mentoring skills to develop and motivate your team.
- Remain calm, decisive, and effective when managing emergencies or multiple competing priorities.
- Apply critical thinking and sound decision-making while upholding Sonder’s values and behavioural standards.
- Foster teamwork, create a positive culture of success, and manage conflicts responsibly.
- Align actions with Sonder’s strategic goals and adapt to evolving circumstances.
- Communicate clearly and concisely, showing high levels of empathy, emotional intelligence, and cultural sensitivity.
- Be flexible and committed to working within a rotating 24/7 shift roster.
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.
- 25 days annual leave plus public holidays
- 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.
- ÂŁ500 annual contribution as part of your development plan + 2 days of study leave
- Employee Share Option Plan (ESOP) – share in Sonder’s success.
- Access ÂŁ125 annually to fund to invest in your wellbeing, empowering you to choose the support that best fits your needs.
- Volunteer leave. 2 days per year to participate in meaningful causes and contribute back to the community.
Sonder is for Everyone
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. We are an equal opportunity employer and all hiring decisions are based on merit, capability, and alignment with the role. Due to the nature of our industry, all Sonder employees are required to complete a DBS Check.
Care Specialist Team Lead in Manchester employer: black.ai
Contact Detail:
black.ai Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Care Specialist Team Lead in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Sonder on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and crisis management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show your passion for workplace wellbeing! During interviews, share specific examples of how you've contributed to team culture or supported colleagues in high-pressure situations. This aligns perfectly with Sonder's values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Sonder team.
We think you need these skills to ace Care Specialist Team Lead in Manchester
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for workplace wellbeing shine through. We want to see how much you care about making a difference and how you align with our mission at Sonder.
Tailor Your Experience: Make sure to highlight your relevant experience in high-pressure situations and team leadership. We love seeing how your past roles have prepared you for the challenges of being a Care Specialist Team Lead.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language to communicate your skills and experiences, as we appreciate clarity and directness in our fast-paced environment.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Sonder.
How to prepare for a job interview at black.ai
✨Know Sonder Inside Out
Before your interview, dive deep into Sonder's mission and values. Understand how they blend technology with human expertise to enhance workplace wellbeing. This knowledge will help you align your answers with their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Care Specialist Team Lead, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully mentored or coached a team, especially in high-pressure situations. Highlight how you fostered a positive team culture and resolved conflicts effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your critical thinking and decision-making skills. Think of specific scenarios where you had to manage multiple priorities or respond to emergencies. Practise articulating your thought process and the outcomes of your actions to showcase your ability to remain calm under pressure.
✨Emphasise Your Flexibility
Sonder operates on a 24/7 basis, so it's crucial to express your willingness to work within a rotating shift roster. Share any previous experiences where you've adapted to changing schedules or worked in fast-paced environments. This will demonstrate your commitment to supporting the team's needs.