Onboarding Success Manager I (Americas) FTC - Oyster

About Oyster

Oyster is building a global employment platform that empowers companies to hire, pay, and care for brilliant people anywhere in the world. We believe that talent is universal and that the best jobs shouldn't be limited by geography. Since 2020, we've been a fully distributed company operating in over 60 countries, proving that a high-performing culture doesn't require a physical office.

Oyster has been recognized for its impact and culture:

• 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 Employer of Record, Global Employment, Multi-country Payroll, and HR Compliance.
• The only B Corp-certified global employment platform, independently verified since 2023.

We are looking for individuals who are passionate about making a difference and want to do the best work of their careers alongside dedicated colleagues.

The Role

Location: This position is fully remote and requires you to be based within UTC -4 / -7. This is a fixed-term contract anticipated to end in May 2027.

We are seeking an Onboarding Success Manager to deliver an exceptional onboarding experience for our Customers and Team Members. You will be a key point of contact, interacting directly with clients looking to hire or pay through Oyster, as well as with the Team Members employed by Oyster.

The Onboarding Success team is part of the larger Lifecycle Operations team, focused on ensuring an outstanding Customer and Team Member Experience. You will collaborate with Legal, Sales, and Product teams to support onboarding operations.

Key Responsibilities:

• Guide and support Customers and Team Members through their entire onboarding journey with Oyster.
• Serve as the primary point of contact for both Customers and their new Team Members from hire submission to engagement.
• Provide clear, explanatory documentation and answer ad-hoc questions accurately and promptly.
• Organize and conduct meetings with Customers and Team Members to address inquiries.
• Manage custom requests and escalations during onboarding, liaising with Sales, Product, Legal, and Finance teams.
• Support contract customization operations in compliance with internal procedures.
• Create and update documentation explaining the onboarding process.
• Adhere to team processes and best practices, utilizing playbooks and internal knowledge sources.
• Ensure accurate capture and processing of customer-required information.
• Maintain complete and accurate data on the Oyster platform for seamless employment and customer experience.
• Provide feedback and maintain customer self-service tools and internal knowledge sources.
• Stay updated on Product releases and global employment regulation changes.
• Complete ongoing upskilling to meet agreed KPIs.

Core Requirements:

• 3+ years of experience in HR or a customer-facing role for an HR SaaS platform.
• A strong customer-first mentality, with the ability to empathize and go the extra mile.
• Proven experience in scheduling and managing customer meetings.
• Experience managing customer escalations.
• A track record of meeting and improving customer satisfaction metrics (e.g., cSAT, NPS).
• Experience following and improving team processes to ensure consistent customer experience, with the ability to add a human touch.
• Exceptional attention to detail, organizational, and analytical skills with a strong work ethic.
• Excellent written and verbal communication skills.
• Comfortable working autonomously in a fast-paced environment.
• Excellent interpersonal skills, determination, tenacity, and a sense of humor.
• A passion for the remote-first movement and the future of work.
• Driven by social impact and a desire to influence global change and employment opportunities.
• Actively embraces emerging AI technologies and is eager to learn and experiment to improve workflows and productivity.

Bonus Points:

• 3+ years in a customer success role, ideally with experience onboarding customers onto an HR SaaS platform and working with SMB to Enterprise markets.
• Knowledge of employment practices in more than one country.
• Fluency in languages other than English.

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 are driven by progress, embrace change, build trust, and operate as a united team. Our mission is to create a more equal world of work by enabling companies to hire, pay, and care for talent anywhere. We embrace asynchronous, collaborative work and share our practices openly.

How YOU work at Oyster

Our "How YOU Work" program supports your holistic experience:

• Work from anywhere: Work from anywhere as long as your work is timely, your team is supported, and you are authorized to work where you live.
• Paid time off: 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 allowance in your ThanksBen wallet.
• Flexible parental leave: At least three months' paid leave for all new parents, with job protection up to 12 months or as locally required.
• WFH stipend: Receive a stipend for your laptop and home office equipment.

Join Us

We embrace diverse perspectives and are committed to building an inclusive, global company. We encourage you to apply even if you don't meet every criterion. Oyster is committed to equal employment opportunity and fostering an inclusive work environment. If you require reasonable accommodations during the application process, please email jobs@oysterhr.com with the subject line: Interview Accommodations.

Please note: Our team will only contact you from an @oysterhr.com email address. We will never ask for money as part of the interview process or job offer. Report any suspicious communications to our Compliance and Ethics Helpline.