Onboarding Success Manager I (EMEA) 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. As a remote-first company distributed across 60+ countries, we've been recognized for our innovative approach and high-performing 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 multiple categories.
• The only B Corp-certified global employment platform.

The Role

Location: This position is fully remote and requires you to be based within UTC + 0 / +3. This is a fixed-term contract anticipated to end in July 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 individuals employed by Oyster.

As part of the Lifecycle Operations team, you will oversee team member and customer onboarding operations, collaborating closely with Legal, Sales, and Product teams. Your responsibilities will include supporting onboarding operations for one or more products based on business needs.

Key Responsibilities:

• Guide and support Customers and Team Members through their entire onboarding journey with Oyster.
• Serve as the primary point of contact from new hire submission to team member engagement.
• Provide clear and accurate documentation and answer questions promptly using various resources.
• Organize and conduct meetings with Customers and Team Members to address inquiries.
• Manage custom requests and escalations, liaising effectively with Sales, Product, Legal, and Finance teams.
• Support contract customization operations in compliance with internal procedures.
• Create and update explanatory documentation on the onboarding process.
• Adhere to team processes and best practices, including playbooks and internal knowledge sources.
• Ensure accurate capture and processing of customer 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 ownership of onboarding customers onto an HR SaaS platform, and experience 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: No borders or HQ. Work from anywhere you're authorized to work, as long as your work is timely and your team is supported.
• 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: Monthly allowance in your ThanksBen wallet for various wellness options.
• 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: A stipend for your laptop and home office equipment.

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

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.