Director of Pay Customer Experience

✨ One platform, a whole world of opportunity 

Right now, the best jobs are limited to people in a handful of the world’s wealthiest cities, yet brilliant people are everywhere. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere. 

When it comes to global employment, we walk the walk. We’re proof that companies don't need an office to create a highly-engaged culture. Since the company’s inception in January 2020, Oyster has:

🌏 Created a fully-distributed, vibrant team of 500+ employees across 60+ countries 🌈 Established a diverse leadership team and an employee base that’s 60% female 🏆 Achieved one of the highest employee engagement scores in its class 🦄 Raised $150 million in Series C funding at a valuation of over $1 billion!

Our momentum speaks to the power of global employment—and we’re just getting started! If you want to change the world with Oyster and be empowered to work remotely while doing so, 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 (you?!) this role does require that you are based within -5 / +5 UTC time zones.

Oyster is looking for a Director of Pay Customer Experience to help us build and deliver a best in class Customer Experience within the Pay Business Unit. This is a critical customer-facing role within the Finance organization reporting directly to the Vice President of the Pay Business Unit. The Pay Business Unit is responsible for the calculation, processing and payment of accurate and timely payroll and associated invoicing to a rapidly growing customer base. This position will be instrumental in shaping our customer experience, strategy and operations. This includes leading the scaling of a world class customer support team in a complex and nuanced payroll and invoicing landscape within a hyper-growth environment. Scaling involves automation of processes, identifying best practices, and using the tools effectively (Zendesk, Netsuite and the Oyster platform) for an amazing Customer Experience whilst developing, hiring, motivating and structuring a growing global distributed team (currently ~25). 

This role, while it directly reports to the VP of Pay, forms part of a matrix organization with close dependencies/working relationships on Customer leads responsible for other parts of the customer journey and the customer support excellence team (who can help drive process improvements and a consistent customer experience). To be successful in this role you would be adept at operating within such a structure while also being able to work cross functionally with the rest of the organization (Product, Operations and Payroll teams) to deliver the automation / process improvements required to deliver a world class experience for the customer and team members.

The Director of Pay Customer Experience should have extensive experience leading a customer support function ideally in a customer centric, high growth environment  with similar complexities to what the Pay business faces at Oyster.  The ideal candidate would also be passionate about the Oyster mission. 

What you'll do…

• Develop, lead, motivate and drive best practices across a globally distributed Pay Customer Experience team.
• Lead operational design, metric and goal development for Pay Customer Experience.
• Develop a deep understanding of the Customer and Team Member journey and work cross-functionally to evolve it to the ideal customer experience.
• Make data driven decisions to deliver an amazing customer experience in a scalable manner.
• Proactively manage customer challenges and process changes related to the Pay part of the customer journey.
• Implement solid governance structures to ensure delivery tracks to agreed service levels, and quality frameworks.
• Develop a deep understanding of pay and payroll processes as relevant to the customer experience.
• Work cross functionally to deliver on process improvements. 
• Increase team member satisfaction through delivering an exceptional customer support experience
• Ensure relevant tools are used effectively and efficiently to deliver best in class operational delivery
• Contribute to the growth of a knowledge database to allow for customer/ team member self service.

What we're looking for

• 10+ years experience within a customer-facing or operations leadership role, with a focus on driving customer satisfaction, adoption & expansion