[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, People Operations or People administration.
• Demonstrated experience managing complex employee-lifecycle cases and small group transitions or bulk workflows.
• Experience supporting employees or customers across multiple countries, regions or employment jurisdictions.
• Exposure to employment practices within EMEA is strongly preferred.
• Strong SLA and metrics focus, with a track record of achieving individual output and quality goals such as CSAT and turnaround times.
• Strong process orientation and confidence using self-service playbooks, asynchronous tools and cross-functional expertise.
• An empathetic, human-centred approach to customer support.
• Strong analytical curiosity and the ability to identify underlying issues.
• Excellent time management and prioritisation skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and sound judgement when working with sensitive information.
• Collaborative mindset and willingness to share knowledge.
• Remote-first mindset and alignment with Oyster’s mission.

Requirements

• A reliable home internet connection, or the ability to obtain one.
• Fluent English language skills.
• The ability to work within the required regional timezone coverage for your assigned EMEA portfolio.

Benefits

• Work from anywhere: No borders or HQ; work is timely and team is supported.
• Paid time off: Enjoy 40 days off per year (including holidays and vacation).
• Mental health support: Access to Plumm, our mental well-being service.
• Wellbeing allowance: Monthly allowance in your ThanksBen wallet.
• Flexible parental leave: At least three months’ paid leave for new parents.
• WFH stipend: Stipend for your laptop and home office equipment.