Remote Offboarding Operations Lead (EMEA)

Oyster; Portugal; Hybrid; EUR 42,000 - 65,000; Full time

Job summary

Oyster is hiring an Offboard Operations Expert to join the Lifecycle Operations Department. This role focuses on guiding customers through sensitive offboarding events and ensuring compliance with local requirements across regions.

You will work remotely within UTC 0 / +3 and support the EMEA region, collaborating with HR, finance, product, and legal teams. You will manage bulk offboardings, maintain data integrity, and share knowledge to improve processes and customer experience.

Qualifications

• 3+ years of experience in customer service or customer-facing operations, with a strong background in HR, People Operations or People administration.
• Experience managing complex employee-lifecycle cases and small group transitions or bulk workflows.
• Experience supporting employees or customers across multiple countries, regions or employment jurisdictions.
• Exposure to employment practices within EMEA is strongly preferred.
• Strong SLA and metrics focus with a track record of achieving CSAT and turnaround times.
• Strong process orientation using self-service playbooks, asynchronous tools and cross-functional expertise.
• Empathetic, human-centered approach to customer support during sensitive transitions.
• Excellent written and verbal communication across cultures and jurisdictions.

Responsibilities

• Act as the primary point of contact for customers and team members, guiding them through standard and complex offboarding processes.
• Collaborate with customer service, HR, finance, product, and legal teams to resolve queries and share knowledge with the customer-facing team.
• Meet individual weekly service delivery goals, adhere to SLAs, and CSAT targets.
• Handle complex inquiries and escalations with clarity and empathy; escalate when needed.
• Lead small bulk offboardings (5+ team members) coordinating with cross-functional partners.
• Identify opportunities to improve playbooks and workflows to boost efficiency.
• Maintain data accuracy on the Oyster platform and keep communications clear.
• Contribute to internal knowledge bases and support team learning.

Skills

Customer service

People operations

HR experience

SLA measurement

Cross-functional collaboration

Communication skills

Empathy

Time management

Job description

Oyster is hiring an Offboard Operations Expert to join the Lifecycle Operations Department. This role focuses on guiding customers through sensitive offboarding events and ensuring compliance with local requirements across regions.

You will work remotely within UTC 0 / +3 and support the EMEA region, collaborating with HR, finance, product, and legal teams. You will manage bulk offboardings, maintain data integrity, and share knowledge to improve processes and customer experience.