Offboard Operations Expert
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Job Description
Offboard Operations Expert guiding Oyster’s global employment platform customers through sensitive individual and bulk offboardings. Coordinating HR, legal, finance, and product partners across the Americas.
Responsibilities:
- Act as the primary point of contact for customers and team members through standard and complex offboarding processes
- Work cross-functionally with customer service, HR, finance, product, and legal experts to resolve queries
- Share knowledge with the customer-facing team to improve the customer experience and streamline processes
- Meet weekly service delivery goals, SLA adherence, and CSAT metrics
- Handle complex customer inquiries and escalations, leveraging manager support for high-risk situations
- Lead and project manage small bulk offboardings involving 5+ team members
- Coordinate requirements asynchronously and synchronously with internal cross-functional partners
- Identify improvements to playbooks and workflows to eliminate bottlenecks and increase operational efficiency
- Maintain exceptional data accuracy on the Oyster platform
- Keep ticket communications clear and up to date
- Participate in small project initiatives
- Contribute to internal knowledge bases and help center articles
- Support team members through peer learning
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 such as CSAT and turnaround times
- Process-oriented mindset using self-service playbooks, asynchronous tools, and cross-functional teams
- Empathic, human-centered approach to customer support during sensitive career transitions
- Strong analytical curiosity
- Excellent time management and ability to prioritize tasks, maintain checklists, and handle shifting deadlines independently
- Collaborative spirit and willingness to shadow senior experts, support teammates, and share knowledge
- Excellent interpersonal skills, determination, tenacity, and sense of humor
- Remote-first advocate driven by Oyster’s social impact mission
- Willingness to learn and use AI technologies and workflow automation
- Reliable home internet connection or ability to obtain one
- Fluent English language skills
- Ability to work within UTC -4 to UTC -7 to support the Americas region
Benefits:
- Work from anywhere
- 40 days off per year (including holidays and vacation), or more if required by your country
- Mental health support through Plumm
- Monthly wellbeing allowance in ThanksBen wallet
- At least three months’ paid parental leave with job protection for up to 12 months or as required locally
- WFH stipend for laptop and home office equipment
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