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Oyster is a global employment platform enabling companies to hire, pay, and support talent anywhere in the world. The company is distributed across 60+ countries and has been recognized as a top WorkTech company by TIME and Statista, a Newsweek Great Startup Workplace, and a G2 Leader across multiple categories. Oyster is also the only B Corp-certified global employment platform.
As an Onboarding Success Manager I, you will be responsible for delivering an exceptional experience to both customers and team members during the onboarding process. You will serve as the key point of contact guiding customers and their new hires through their journey with Oyster, from initial hire submission until full engagement.
Key responsibilities include:
- Providing comprehensive guidance and support to customers and team members through explanatory documentation and ad-hoc question resolution
- Organizing and facilitating meetings to address customer and team member questions
- Managing custom requests and escalations in collaboration with Sales, Product, Legal, and Finance teams
- Supporting contract customization operations in compliance with internal procedures
- Creating and maintaining documentation on onboarding processes
- Ensuring accurate data capture and processing on the Oyster platform
- Providing feedback to improve customer self-service tools and internal knowledge sources
- Staying current with product releases and global employment regulation changes
- Meeting and improving customer satisfaction metrics (cSAT, NPS)
- Working autonomously in a fast-paced, remote-first environment
You will be part of the Lifecycle Operations team, which is dedicated to ensuring exceptional customer and team member experiences. This role requires collaboration across multiple internal teams and a commitment to Oyster's mission of creating a more equal world of work.
The position is fully remote and requires you to be based within UTC -4 to -7 time zones (Americas region). You will need a reliable home internet connection and fluent English language skills.
REQUIREMENTS:
- 3+ years of experience in HR or customer-facing roles for HR SaaS platforms
- Customer-first mentality with ability to go the extra mile for customer satisfaction
- Experience scheduling and managing customer meetings
- Experience managing customer escalations
- Track record of meeting and improving customer satisfaction metrics (cSAT, NPS)
- Experience following and improving team processes for consistent customer experience
- First-class attention to detail, organizational and analytical skills, and proven work ethic
- Excellent written and verbal communication skills
- Comfort with fast-paced environments and autonomous work
- Strong interpersonal skills, determination, tenacity, and sense of humor
- Remote-first advocate passionate about the future of work
- Driven by social impact mission and desire to influence global employment opportunities
- Actively embraces emerging AI technologies and workflow automation with willingness to learn and experiment
BONUS QUALIFICATIONS:
- 3+ years in customer success role with ownership of onboarding customers onto HR SaaS platforms, ideally with SMB to Enterprise market experience
- Knowledge of employment practices in multiple countries
- Fluency in languages other than English
