Manager, Offboard Operations

✨ 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 UTC 0/+5 as you will be supporting the EMEA region.

Oyster is growing fast, and we are looking for an Offboarding Operations Manager to join our Customer Experience Department to help us build and deliver a fantastic support experience to our growing number of customers and team members. 

You will manage a team of 5-10 Offboarding Specialists who are the face and voice of Oyster to our customers. Your role is dedicated to managing and developing our team of Specialists, who are ensuring customer and team member success. The support provided by your team is related to the offboarding process, sensitive HR matters and usage of the Oyster platform.

What you'll do…

You will manage an Offboarding team who are facilitating the important, and sensitive phase of the user journey where companies, local employers, and team members part ways. From time to time, and as required, you may also perform the responsibilities of the Offboarding Operations Specialist role, where required. 

As our Manager, Offboard Operations, you will:

• Manage the team who are supporting customers and users of the Oyster platform which includes regular 121s to review performance, provide support and agree team and individual KPIs;
• Own the triage and allocation of new requests and queries and work to automate an allocation method based on factors such as capacity, skillset, priority to meet agreed service levels;
• Own a 1st line/2nd line escalation process to other teams e.g. Finance, People Services, through guidance to the team or providing an escalation point to the customer as needed, working collaboratively with other internal teams at Oyster to make this successful;
• Monitor quality of service using agreed metrics e.g. Time to Offboard, First Response TIme, cSAT, and proactively report to the team and management;
• Input into and support internal team learning & development plans to ensure new members of the team are trained, supported and effective in minimal time and current team members are continually upskilled;
• Own and drive a ‘Knowledge Centered Support’ culture in the team including ownership of the customer facing ‘Help Centre’ e.g. ensuring articles are up to date and impactful, and drive a reduction in queries over time;
• Be an Oyster product expert for all features which support global employment which includes active participation in roadmap planning, release testing, passing feedback from customers to Product which enhances the platform for all users.

What we're looking for 📜

• Appreciation for how quality processes, knowledge sharing and continual improvement practices can be used underpin a consistently delightful experience for the customer;
• A strong understanding of the importance of a human centric approach to customer support, while still focusing on scale and efficiency;
• Ability to form lasting relationships with both external customers and internal stakeholders;
• Proven to be autonomous, professional and empathic in approach, with high levels of motivation;
• Comfortable with a high pace work environment;
• Excellent interpersonal skills, determination and tenacity, along with a sense of