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Oyster is a global employment platform that enables companies to hire, pay, and support talent anywhere in the world. The company operates as a fully distributed organization across 60+ countries and has been recognized as a top WorkTech company by TIME and Statista, a G2 Leader, and a B Corp-certified employer.
The Offboard Operations Expert will join the Lifecycle Operations Department to serve as a primary point of contact for customers and employees during sensitive offboarding situations. This role combines case management with proactive problem-solving to ensure customers feel supported and confident throughout complex employment transitions.
Key responsibilities include:
- Acting as the primary point of contact for customers and team members, guiding them through standard and complex offboarding processes
- Collaborating cross-functionally with customer service, HR, finance, product, and legal teams to resolve inquiries and share knowledge
- Meeting weekly service delivery goals, SLA adherence, and customer satisfaction (CSAT) metrics
- Handling complex customer inquiries and escalations with empathy and clarity
- Leading and project-managing small bulk offboardings (5+ team members), coordinating with internal partners
- Identifying process improvements to eliminate bottlenecks and boost operational efficiency
- Maintaining data accuracy on the Oyster platform and keeping ticket communications clear and current
- Contributing to internal knowledge bases, help center articles, and peer learning initiatives
The ideal candidate brings 3+ years of customer service or customer-facing operations experience with a strong HR or People administration background. You should have demonstrated experience managing complex cases and bulk workflows, with a proven track record of achieving SLA and quality metrics. A process-oriented, empathic approach to customer support is essential, particularly during sensitive career transitions. You'll need strong analytical skills, excellent time management, and a collaborative spirit. The role requires fluent English, reliable internet, and a commitment to Oyster's mission of creating equal global employment opportunities. Experience with AI and workflow automation is valued.
