Offboard Operations Expert

Oyster; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Work from anywhere

40 days off per year

Mental health support

Wellbeing allowance

Flexible parental leave

WFH stipend

Job summary

Oyster is seeking an Offboard Operations Expert to join our Lifecycle Operations Department. You will serve as the trusted primary contact during sensitive employment and offboarding cases, guiding customers through complex scenarios and ensuring they understand local requirements and our service.

You will work remote-first from anywhere and support the European region, with a fixed-term contract ending July 2027.

Qualifications

• 3+ years of experience in customer service or customer-facing operations with HR background
• Experience managing complex cases and small group transitions or bulk workflows
• Strong SLA and metrics focus with a track record of achieving CSAT and turnaround goals
• Process-oriented mindset leveraging self-service playbooks, asynchronous tools, and cross-functional teams
• Empathic, human-centered approach to customer support during sensitive career transitions
• Strong analytical curiosity applying the question-behind-the-question technique
• Excellent time management with the ability to prioritize tasks independently
• Collaborative spirit, willing to shadow senior experts and share knowledge
• Excellent interpersonal skills, determination and a sense of humor
• Remote-first mindset aligned with Oyster’s mission
• You’ll also need reliable home internet and fluent English

Responsibilities

• Act as the primary point of contact for customers and team members, guiding them through standard and complex offboarding processes
• Collaborate cross-functionally with customer service, HR, finance, product, and legal teams to resolve queries
• Maintain SLAs and CSAT targets while delivering high-quality customer experiences
• Handle complex inquiries and escalations with clarity and empathy, involving managers when needed
• Lead small bulk offboardings (5+ members) coordinating with internal partners
• Identify opportunities to tweak playbooks and workflows to reduce bottlenecks
• Maintain data accuracy on the Oyster platform and clear ticket communications
• Contribute to internal knowledge bases and assist peers through learning sessions

Skills

3+ years experience

Complex case handling

SLA / metrics focus

Process-oriented

Empathetic support

Analytical mindset

Time management

Collaborative

Interpersonal skills

Remote-first

AI & automation

Job description

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.

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 0 / +3 as you will be supporting the European 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 workflows, productivity and operational excellence.

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 culture that makes Oyster what it is. We make it happen—progress is our default setting. We drive change, we build and give trust, and we move as one united team.

Our mission is to create a more equal world of work: helping companies everywhere hire, pay, and care for talent anywhere. Everything we do ladders up to our mission. We embrace asynchronous, collaborative work and share how we operate in the Oyster Public HQ so other global teams can learn from us.

How YOU work

With diverse locations, cultures, and needs, we created How YOU Work; a program supporting your whole human experience at Oyster:

• Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.

• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.

• Mental health support: Access Plumm, our mental well-being service.

• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet to spend on a wide range of options.

• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.

• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.

The best jobs should be available to everyone

We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.

Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email [e-mail] with the subject line: Interview Accommodations.

Our available positions are on our careers page. Our team will only contact you from an oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline.