[Hiring] Offboard Operations Expert @Oyster

Role Description

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

• 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.
• 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.
• Lead and project manage small bulk offboardings (5+ team members).
• 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.

Qualifications

• 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 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.

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.
• Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
• Access to Plumm, our mental well-being service.
• Receive a wellbeing allowance in your ThanksBen wallet to spend on a wide range of options.
• All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.
• Receive a stipend for your laptop and home office equipment to get you set up quickly.