[Hiring] Onboarding Success Manager @Oyster

Role Description

We are looking for an Onboarding Success Manager who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. This is a fixed-term employment contract with a duration of 8-10 months.

Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote. To create the best experience for our new hire, this role requires you to be based within UTC +0 / +3.

Key Responsibilities:

• Complete ownership for guiding and supporting both Customers and Team Members through their onboarding journey with Oyster.
• Key point of contact for both a Customer and their new Team Member, from the point at which the Customer submits a new hire on the Oyster platform until the Team Member is Engaged.
• Provide guidance and support by:
  • Providing explanatory documentation to Customers and Team Members on Oyster, answering ad-hoc questions quickly and accurately using a wide range of sources.
  • Organizing meetings with Customers and Team Members to answer their questions.
  • Managing custom requests and escalations that occur at the time of onboarding, effectively working with our Sales, Product, Legal, and Finance teams.
  • Supporting contract customization operations in alignment with internal procedures, timely and compliantly.
  • Creating and updating explanatory documentation on how the onboarding process works.
  • Following team processes and best practices including playbooks and using internal knowledge sources.
  • Ensuring information required from customers is captured and processed accurately.
  • Ensuring complete and accurate data that is held on the Oyster platform to underpin smooth employment for a Team Member and a seamless experience for the Customer.
  • Providing feedback and/or actively maintaining our customer self-service tools.
  • Keeping up to date with Product releases or global employment regulation changes.
  • Completing ongoing upskilling to meet agreed KPIs.

Qualifications

• 3+ years experience working in HR, or in a customer-facing role for a HR SaaS platform.
• Customer-first mentality: able to put yourself in their shoes and always want to go the extra mile to ensure customer satisfaction.
• Experience in scheduling and managing customer meetings.
• Experience in managing customer escalations.
• Track record of meeting and improving customer satisfaction metrics (e.g., cSAT, NPS).
• Experience following and improving team processes to ensure a consistent customer experience.
• First-class attention to detail, organizational and analytical skills, and a proven work ethic.
• Excellent written and verbal communication skills.
• Comfortable with a fast-paced work environment and working autonomously.
• Excellent interpersonal skills, determination, tenacity, and a sense of humor.
• Remote-first advocate and passionate about creating change in the future of work landscape.
• Driven by the social impact mission and desire to use skills to influence global change and employment opportunities.
• [BONUS] 3+ years in a customer success role, ideally where you have had ownership of onboarding Customers onto an HR SaaS platform.
• [BONUS] Knowledge of employment practices in more than 1 country.
• [BONUS] Ability to speak languages other than English fluently.

Requirements

• A reliable home internet connection (or be able to get one).
• Fluent English language skills.

Benefits

• Work from anywhere: Oyster has no borders or HQ.
• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support: Access to Plumm, our mental well-being service.
• Wellbeing allowance: Monthly allowance in your ThanksBen wallet for a wide range of options.
• Flexible parental leave: At least three months’ paid leave for new parents, with job protection for up to 12 months or as required locally.
• WFH stipend: Receive a stipend for your laptop and home office equipment.