Offboard Operations Expert

✨ One platform, a whole world of opportunity The best jobs have always clustered in a handful of the world's wealthiest cities. But talent is everywhere. Oyster set out to close that gap - building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere. We're proof that a high-performing culture doesn't need an office. Distributed across 60+ countries since 2020, we've built something the industry keeps noticing: Ranked #10 of 250 on TIME and Statista's 2026 list of America's Top WorkTech Companies Named one of America's Greatest Startup Workplaces 2026 by Newsweek A G2 Spring 2026 Leader across Employer of Record, Global Employment, Multi-country Payroll, and HR Compliance The only B Corp-certified global employment platform ~ independently verified since 2023 Two of those rankings measured our business impact from the outside. One measured how our own people feel about working here. They landed in the same place ~ because at Oyster, culture and performance aren't separate conversations. They're the same one. And we're just getting started. If you want to do the best work of your career alongside people who care as much as you do, 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 this role requires you to be based within UTC -4 / -7 as you will be supporting the Americas region. This is a fixed-term contract that we anticipate ending in July 2027. Oyster is looking for an Offboard Operations Expert to join our Lifecycle Operations Department to help us deliver a fantastic support experience to our growing number of customers and team members. Your role is dedicated to serving as a trusted primary point of contact during sensitive employment and offboarding situations. You will independently guide customers through complex individual cases and bulk offboardings ensuring they feel thoroughly supported, clear on local employment requirements, and confident in our service every step of the way. Key Responsibilities You are a key voice of Oyster to our customers and team members during sensitive HR and offboarding phases. You balance case management with proactive problem-solving to make complex processes seamless. Act as the primary point of contact for customers and team members, guiding them through standard and complex offboarding processes; Work collaboratively and cross-functionally with customer service colleagues, HR, finance, product, and legal experts to resolve queries and then share your knowledge with the whole customer-facing team to create a great experience for our customers, and to keep the streamlined process. Consistently meet individual weekly service delivery goals, adherence to SLAs, and customer satisfaction (CSAT) metrics; Handle complex customer inquiries and escalations with clarity and empathy, knowing when to leverage manager support for high-risk situations; Lead and project manage small bulk offboardings (5+ team members), coordinating requirements asynchronously and synchronously with internal cross-functional partners; Identify opportunities to tweak existing playbooks and workflows to eliminate bottlenecks and boost operational efficiency; Maintain exceptional data accuracy on the Oyster platform and keep all ticket communications clear and up to date; Participate in small project initiatives, contribute to internal knowledge bases & help center articles and support team members through peer learning. Core Requirements 3+ years of experience in customer service or customer-facing operations, with a strong background in HR or People administration; Demonstrated experience managing complex cases and small group transitions or bulk workflows; Strong SLA and metric focus with a track record of achieving individual output and quality goals (e.g., CSAT, turnaround times); Process-oriented mindset adept at leveraging self-service playbooks, asynchronous tools, and cross-functional teams to resolve missing information. Empathic, human-centered approach to customer support, especially during sensitive career transitions; Strong analytical curiosity , applying techniques like "the question behind the question" to solve underlying customer needs; Excellent time management , with a strong ability to prioritize tasks, maintain checklists, and handle shifting deadlines independently; Collaborative spirit , eager to shadow senior experts, support teammates during busy cycles, and share knowledge across the org; Excellent interpersonal skills , determination and tenacity, along with a sense of humor Remote-first advocate driven by Oyster’s social impact mission to create global employment opportunities. AI & Workflow Automation: Actively embraces emerging AI technologies, with a willingness to continuously learn, experiment and identify opportunities to improve w