Customer Support Specialist
Posted on:
June 17, 2025
Job description
About the role
As a Customer Support Specialist at Sonder, you’ll play a vital role in delivering timely, empathetic, and effective support to our customers across multiple channels, including web chat, phone, and email. You'll work closely with our Customer Success and cross-functional teams to resolve issues, guide users through our platform, and ensure a seamless customer experience. Your focus areas will include:
Responsibilities
What you’ll be doing
- Provide clear, concise, and empathetic support to customers across chat, phone, and email, ensuring every interaction reflects our commitment to care and quality.
- Resolve a wide range of technical and service-related enquiries, including customer complaints and escalations, with a solutions-focused approach.
- Guide users through the Sonder platform, supporting them at different stages of the customer lifecycle and helping them get the most from their experience.
- Work collaboratively with cross-functional teams, particularly Customer Success and Product, to troubleshoot issues and drive consistent, high-quality outcomes.
- Identify trends, inefficiencies, and recurring issues from customer interactions, and contribute ideas to improve processes and enhance the overall experience.
- Create and maintain clear, helpful customer-facing resources in our knowledge base to support self-service and reduce friction across the support journey.
- Ensure accurate documentation and system updates to support seamless handovers and internal visibility.
- Participate in regular team discussions and knowledge-sharing sessions to improve support workflows and service delivery.
Job 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;
- 3+ years of experience in customer support within a B2B environment, ideally with exposure to workplace health, safety, or wellbeing.
- Strong technical troubleshooting skills and the ability to confidently navigate multiple systems and tools.
- Proven ability to manage customer complaints with professionalism, empathy, and a solutions-focused mindset.
- Excellent written and verbal communication skills, with a strong attention to detail.
- A proactive and adaptable approach, comfortable working in fast-paced or evolving environments.
- Collaborative and team-oriented, with strong interpersonal skills and a genuine commitment to delivering excellent customer experiences.
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