Operational Excellence Specialist (Onboarding)

✨ One platform, a whole world of opportunity The best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere. We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has: 🌏 Built a distributed team of 400+ across 60+ countries 👩‍💻 Featured in Forbes as #9 in FlexJobs Top 30 Companies for remote jobs 🌈 Formed a diverse leadership team and a workforce that’s 60% female 🏆 Earned top employee engagement scores 🦄 Raised $286 million; valued at $1.2 billion 💚 Achieved B Corp status in 2023 Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, 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 able to work within UTC + 0 / +3 hours. We are looking for an Operational Excellence Specialist (Onboarding) who will be responsible for completing onboarding tasks that require deep focus and operational efficiency. Our Onboarding Operations team oversees team members and customer onboarding operations. This team is a subset of the larger Lifecycle Operations team which is dedicated to ensuring an exceptional Customer and Team Member Experience. In your role, you'll collaborate closely with our other stakeholder team such as Legal, Sales, and Product while supporting onboarding operations for one or more products based on business needs. Key Responsibilities You will have ownership of the administrative integrity and execution speed of the onboarding lifecycle. This role ensures that every onboarding phase is completed with 100% accuracy, enabling Onboarding Success Managers to focus on implementing customer’s requirements and ensuring relationship health. You will work alongside the other operational teams to create a seamless customer and team member experience. Process Execution: Execute onboarding tasks within Zendesk and our Oyster platform. This includes following processes and best practices: Data Integrity: Audit new hire documentation for completeness and accuracy before passing data to our partners, and ensuring complete and accurate data is held on the Oyster platform; SLA Management: Monitor and meet strict "Time to Resolution" targets, ensuring no task sits idle at any stage of the execution funnel; Internal Coordination: Act as the primary liaison for the customer service team when execution roadblocks occur, providing clear status updates on task completion; Knowledge Integrity: Provide feedback and/or actively maintain our customer self-service tools so that we can help the customer help themselves as much as possible, as well as internal knowledge sources and team processes; Domain Expertise: Keep up to date with Product releases or changes to process and provide feedback on the Oyster platform which will improve the online workflows and customer experience. While your initial focus will be on mastering and executing our onboarding engine, you will have the unique opportunity to influence the scope of this position as we scale. As you identify bottlenecks and champion efficiencies, you will be empowered to redesign workflows, pilot new operational tools, and help define what "Operational Excellence" looks like for the next phase of our company’s growth. Core Requirements 3+ years of proven experience in high-volume data management or back-office operations. First class attention to details, organisational and analytical skills and a proven work ethic. (Accuracy is a non-negotiable KPI). 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; Proficiency in Zendesk or similar ticketing/workflow systems; Experience of following and improving team processes to ensure a consistent customer experience, with the ability to add the 'human touch' where appropriate; Comfortable with a high pace work environment and you thrive both as a team player and when working autonomously; Excellent interpersonal skills, determination and tenacity, along with a sense of humour; Remote-first advocate and passionate about creating change in the future of work landscape; Driven by the social impact mission and desire to use skills to influence global change and employment opportunities. [BONUS] Knowledge of employment practices in more than 1 country [BONUS] Ability to speak languages other than English fluently. You'll also need A reliable home internet connection (or be able to get one) Fluent English language skills How we work together at Oyster Our values guide the work we do, the decisions we make, and the cultur