Customer Support Specialist - Pay Support

�� 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 $286 million to date, with a current valuation of $1.2 billion! 💚 B Corp status achieved in 2023

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 be based within -2/ -5 UTC.

We are looking for a skilled and enthusiastic Customer Support Specialist to join our Pay Support team! In this role, you will be key to delivering exceptional customer service, ensuring a seamless and positive experience for our customers worldwide. As a core member of our Pay Support team, you'll assist global customers and internal teams with pay-related questions, leveraging your knowledge to tackle issues skillfully. Collaboration and consistency are at the heart of what we do, so were looking for someone who thrives in a team environment, working closely with cross-functional teams to find solutions.

To be successful in this role, you should be familiar with pay-related topics, customer-focused, analytical, proactive, and enjoy tackling challenges.

Key Responsibilities 

• Provide front-end client support for technical and procedural pay-related issues.
• Deliver prompt, high-quality assistance through CRM platforms, ensuring client satisfaction.
• Collaborate with cross-functional teams to tackle payroll and invoice challenges.
• Analyze data to identify trends and support decision-making in client support.
• Contribute to the internal knowledge base by creating clear, concise documentation.
• Contribute to multiple support projects while meeting tight deadlines.
• Handle high-value accounts and sensitive issues with professionalism.
• Proactively support in identifying and implementing process improvements.
• Stay current with payroll regulations and software updates, including global systems.

Core Requirements

• 2 years of customer service experience resolving pay-related issues (e.g., expenses, taxes, invoices, salary, payslips, payments) with a strong focus on customer satisfaction.
• Familiar with pay-related topics (overtime, benefits, pay adjustments) and payroll software (e.g., ADP, Workday, UKG).
• Knowledge of CRM software (e.g., Salesforce, HubSpot, Zendesk).
• Excellent communication skills, able to explain technical concepts clearly and draft concise documentation.
• Solid problem-solving skills with an analytical approach to troubleshooting and finding innovative solutions.
• Solid analytical abilities, including interpreting data to identify trends and help guide decisions.
• Excellent organizational skills, able to manage multiple projects and meet deadlines.
• Proven team player, fostering collaboration in cross-functional teams.
• Proficient in client interactions, with experience handling high-value accounts and sensitive issues.
• Adaptable, proactive, and eager to take on new challenges and support the improvement of processes.
• Able to maintain focus and productivity under tight deadlines in dynamic environments.
• [BONUS] 2+ years of SaaS industry experience, preferably with enterprise solutions.
• [BONUS] Understanding of global payroll systems and regulatio