Offboard Operations Expert

✨ ONE PLATFORM, A WHOLE WORLD OF OPPORTUNITY The best jobs have always clustered in a handful of the world's wealthiest cities. But talent is everywhere. Oyster set out to close that gap - building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere. We're proof that a high-performing culture doesn't need an office. Distributed across 60+ countries since 2020, we've built something the industry keeps noticing: - Ranked #10 of 250 on TIME and Statista's 2026 list of America's Top WorkTech Companies https://www.oysterhr.com/library/oyster-hr-named-10-of-americas-top-worktech-companies-of-2026-by-time - Named one of America's Greatest Startup Workplaces 2026 https://www.oysterhr.com/library/oyster-2026-newsweek-award by Newsweek - A G2 Spring 2026 Leader https://www.oysterhr.com/library/oyster-named-best-roi-for-any-global-employment-platform-for-g2-spring-2026 across Employer of Record, Global Employment, Multi-country Payroll, and HR Compliance - The only B Corp-certified global employment platform ~ independently verified since 2023 Two of those rankings measured our business impact from the outside. One measured how our own people feel about working here. They landed in the same place ~ because at Oyster, culture and performance aren't separate conversations. They're the same one. And we're just getting started. If you want to do the best work of your career alongside people who care as much as you do, we'd love for you to apply. 👩‍💻 The Role   Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire this role requires you to be based within UTC -4 / -7 as you will be supporting the Americas region. This is a fixed-term contract that we anticipate ending in July 2027. Oyster is looking for an Offboard Operations Expert to join our Lifecycle Operations Department to help us deliver a fantastic support experience to our growing number of customers and team members. Your role is dedicated to serving as a trusted primary point of contact during sensitive employment and offboarding situations. You will independently guide customers through complex individual cases and bulk offboardings ensuring they feel thoroughly supported, clear on local employment requirements, and confident in our service every step of the way. Key Responsibilities You are a key voice of Oyster to our customers and team members during sensitive HR and offboarding phases. You balance case management with proactive problem-solving to make complex processes seamless. - Act as the primary point of contact for customers and team members, guiding them through standard and complex offboarding processes; - Work collaboratively and cross-functionally with customer service colleagues, HR, finance, product, and legal experts to resolve queries and then share your knowledge with the whole customer-facing team to create a great experience for our customers, and to keep the streamlined process. - Consistently meet individual weekly service delivery goals, adherence to SLAs, and customer satisfaction (CSAT) metrics; - Handle complex customer inquiries and escalations with clarity and empathy, knowing when to leverage manager support for high-risk situations; - Lead and project manage small bulk offboardings (5+ team members), coordinating requirements asynchronously and synchronously with internal cross-functional partners; - Identify opportunities to tweak existing playbooks and workflows to eliminate bottlenecks and boost operational efficiency; - Maintain exceptional data accuracy on the Oyster platform and keep all ticket communications clear and up to date; - Participate in small project initiatives, contribute to internal knowledge bases & help center articles 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 to resolve missing information. - Empathic, human-centered approach to customer support, especially during sensitive career transitions; - Strong analytical curiosity, applying techniques like "the question behind the question" to solve underlying customer needs; - Excellent time management, with a strong ability to prioritize tasks, maintain checklists, and handle shifting deadlines independently; - Collaborative spirit, eager to shadow senior experts, support teammates during busy cycles, and share knowledge across the org; - Excellent interpersonal skills, determination and tenacity, along with a sense of humor - Remote-first advocate driven by Oyster’s social impact mission to create global employment opportunities. - AI & Workflow Automation: Actively embraces emerging AI technologies, with a willingness to continuously learn, experiment and identify opportunities to improve workflows, productivity and operational excellence. You'll also need - A reliable home internet connection (or be able to get one) - Fluent English language skills HOW WE WORK TOGETHER AT OYSTER Our values guide the work we do, the decisions we make, and the culture that makes Oyster what it is. We make it happen—progress is our default setting. We drive change, we build and give trust, and we move as one united team. Our mission is to create a more equal world of work: helping companies everywhere hire, pay, and care for talent anywhere. Everything we do ladders up to our mission. We embrace asynchronous, collaborative work and share how we operate in the Oyster Public HQ https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d so other global teams can learn from us. HOW YOU WORK With diverse locations, cultures, and needs, we created How YOU Work; https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395 a program supporting your whole human experience at Oyster: - Work from anywhere: Oyster has no borders or HQ. 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 https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7, our mental well-being service. - Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet to spend on a wide range of options. - Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally. - WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly. ✨ THE BEST JOBS SHOULD BE AVAILABLE TO EVERYONE  We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment. Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email jobs@oysterhr.com with the subject line: Interview Accommodations. Our available positions are on our careers page. Our team will only contact you from an @oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers http://www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline https://faceup.com/c/8tpzyyye.