Global Offboarding Operations Lead (EMEA, Remote)

Oyster; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

40 days PTO (paid time off)

Mental health support

Wellbeing allowance

Flexible parental leave

WFH stipend

Job summary

Oyster is seeking an Offboard Operations Expert to join our Lifecycle Operations team. You will serve as a trusted point of contact during sensitive employment and offboarding cases, guiding customers through complex scenarios and bulk offboardings while ensuring compliance and a smooth experience.

Based remotely within UTC 0 to +3 for EMEA coverage, you will collaborate with customer service, HR, finance, product and legal teams, maintaining data accuracy, meeting SLAs, and contributing to

Qualifications

• 3+ years of experience in customer service or customer-facing operations, with a strong background in HR, People Operations or People administration.
• Demonstrated 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 and asynchronous tools to resolve complex information.
• Empathetic, human-centred approach to customer support during sensitive employment transitions.
• Strong analytical curiosity and ability to identify underlying issues behind a customer request.
• Excellent time management and prioritisation skills for multiple cases and deadlines.
• Excellent written and verbal communication across cultures and jurisdictions.
• Attention to detail and sound judgement with confidential or compliance-related information.
• Collaborative mindset and willingness to share knowledge in a distributed global team.
• Remote-first mindset aligned with Oyster’s mission.
• AI & Workflow Automation: willingness to learn and identify opportunities to improve workflows.

Responsibilities

• Act as the primary point of contact for customers and team members during offboarding processes.
• Collaborate with customer service, HR, finance, product, and legal teams to resolve queries and share knowledge.
• Meet weekly service delivery goals and CSAT metrics.
• Handle complex inquiries and escalations with clarity and empathy; escalate high-risk cases as needed.
• Lead small bulk offboardings (5+ team members) with cross-functional coordination.
• Identify opportunities to tweak playbooks and workflows to boost efficiency.
• Maintain data accuracy on the Oyster platform and keep communications up to date.
• Contribute to internal knowledge bases and support peer learning.

Skills

Customer service

HR operations

Cross-functional collaboration

SLAs & CSAT

English fluency

Tools

CRM systems

Knowledge base tools

Job description

Oyster is seeking an Offboard Operations Expert to join our Lifecycle Operations team. You will serve as a trusted point of contact during sensitive employment and offboarding cases, guiding customers through complex scenarios and bulk offboardings while ensuring compliance and a smooth experience.

Based remotely within UTC 0 to +3 for EMEA coverage, you will collaborate with customer service, HR, finance, product and legal teams, maintaining data accuracy, meeting SLAs, and contributing to