Onboarding Success Manager

✨ 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 👩‍💻Featured in Forbes having ranked #9 in Flexjobs Top 30 Companies for remote jobs   🌈 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: Anywhere in the world within the timezone UTC + / - 4 hrs (EMEA). While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever.

We are looking for Onboarding Success Managers who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. You will be part of the frontline of our business and interact directly with Customers seeking to hire or pay through Oyster, as well as with the Team Members employed by Oyster.

Our Onboarding Success team oversees team member and customer onboarding operations. This team is a subset of the larger Operations team which is dedicated to ensuring an exceptional Customer and Team Member Experience. In your role, you'll collaborate closely with our Legal, Sales, and Product teams.

What you'll do…

You will have complete ownership for guiding and supporting both Customers and Team Members through their onboarding  journey with Oyster. This means being the 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.

You will 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
• Manage custom requests and escalations that occur at the time of onboarding, effectively working with our Sales, Product, Legal and Finance teams
• Leading Right To Work checks & / or 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 so that we can help customers help themselves as much as possible, as well as internal knowledge sources and team processes
• Keeping up to date with Product releases or global employment regulation changes
• Completing ongoing upskilling to meet agreed KPIs

What we're looking for 

• 3+ years experience working in HR, or in a customer-facing role for a HR SaaS platform
• You have a customer-first mentality: you can put yourself in their shoes and always want to go the extra mile to ensure that the customer is happy and they feel supported
• You have experience in scheduling and managing customer meetings
• You have experience in managing customer escalations
• You have a 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, with the ability to add the 'human touch' where appropriate
• First-class attention to detail,  or