Offboard Operations Expert - Oyster

About Oyster

One platform, a whole world of opportunity. Oyster is building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere. We're a remote-first company distributed across 60+ countries, recognized for our high-performing culture and industry impact.

• Ranked #10 of 250 on TIME and Statista's 2026 list of America's Top WorkTech Companies.
• Named one of America's Greatest Startup Workplaces 2026 by Newsweek.
• A G2 Spring 2026 Leader across multiple categories.
• The only B Corp-certified global employment platform.

We believe that culture and performance are intertwined and are looking for passionate individuals to join our mission.

The Role

Location: This position is fully remote and requires you to be based within UTC -4 / -7 to support the Americas region.

This is a fixed-term contract that we anticipate ending in July 2027.

Oyster is seeking an Offboard Operations Expert to join our Lifecycle Operations Department. You will be a trusted primary point of contact, guiding customers and team members through sensitive employment and offboarding situations. Your goal is to ensure a seamless and supportive experience, clarifying local employment requirements and building confidence in our service.

Key Responsibilities:

• Serve as the primary point of contact for customers and team members, managing standard and complex offboarding processes.
• Collaborate cross-functionally with customer service, HR, finance, product, and legal teams to resolve queries and share knowledge.
• Meet individual weekly service delivery goals, adhere to SLAs, and achieve customer satisfaction (CSAT) metrics.
• Handle complex customer inquiries and escalations with clarity and empathy, escalating high-risk situations to management.
• Lead and project manage small bulk offboardings (5+ team members), coordinating with internal partners.
• Identify opportunities to improve existing playbooks and workflows for greater operational efficiency.
• Maintain exceptional data accuracy on the Oyster platform and ensure clear, up-to-date ticket communications.
• Participate in project initiatives, contribute to internal knowledge bases, and support team members through peer learning.

Core Requirements:

• 3+ years of experience in customer service or customer-facing operations, with a strong background in HR or People administration.
• Demonstrated experience managing complex cases and small group transitions or bulk workflows.
• Strong SLA and metric focus with a track record of achieving individual output and quality goals (e.g., CSAT, turnaround times).
• Process-oriented mindset, adept at leveraging self-service playbooks, asynchronous tools, and cross-functional teams.
• Empathic, human-centered approach to customer support, especially during sensitive career transitions.
• Strong analytical curiosity, applying techniques to solve underlying customer needs.
• Excellent time management, with a strong ability to prioritize tasks and handle shifting deadlines independently.
• Collaborative spirit, eager to learn from senior experts, support teammates, and share knowledge.
• Excellent interpersonal skills, determination, tenacity, and a sense of humor.
• Remote-first advocate driven by Oyster’s social impact mission.
• Actively embraces emerging AI technologies and is willing to learn and experiment to improve workflows and productivity.

You'll also need:

• A reliable home internet connection.
• Fluent English language skills.

How we work together at Oyster

Our values guide our work, decisions, and culture. We make it happen, drive change, build trust, and move as one united team. Our mission is to create a more equal world of work. We embrace asynchronous, collaborative work and share our operations openly.

How YOU work

Our program supports your whole human experience at Oyster:

• Work from anywhere: As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support: Access Plumm, our mental well-being service.
• Wellbeing allowance: Receive a monthly wellbeing allowance.
• Flexible parental leave: All new parents are eligible for at least three months’ paid leave.
• WFH stipend: Receive a stipend for your laptop and home office equipment.

We embrace diverse perspectives and encourage you to apply even if you don’t meet every criterion. Oyster is committed to equal opportunity and fostering an inclusive work environment. If you require reasonable accommodations, please email jobs@oysterhr.com.