Oyster
Offboard Operations Expert
4 дн. назад
Страна неизвестнаMiddleRemoteC1
slacsattime managementcommunicationaiworkflow automationdata accuracyanalytical skills
Offboard Operations Expert at Oyster, a fully remote company supporting EMEA region customers by managing sensitive offboarding and employment cases with a customer-centric approach.
About the company
- Oyster is a remote-first company with no borders or HQ, aiming to create global employment opportunities.
Responsibilities
- Act as the primary point of contact for customers and team members during sensitive HR and offboarding situations.
- Manage complex individual cases and bulk offboardings (5+ team members).
- Collaborate cross-functionally with customer service, HR, finance, product, and legal teams to resolve queries and improve customer experience.
- Meet service delivery goals, SLAs, and customer satisfaction (CSAT) metrics consistently.
- Handle complex inquiries and escalations with clarity and empathy, escalating high-risk cases when necessary.
- Identify process improvements to eliminate bottlenecks and enhance operational efficiency.
- Maintain data accuracy and keep ticket communications clear and updated on the Oyster platform.
- Participate in projects, contribute to knowledge bases and help center articles, and support team members through peer learning.
Requirements
- 3+ years of experience in customer service or customer-facing operations, with strong HR/People Operations background.
- Experience managing complex employee lifecycle cases and bulk workflows across multiple regions or employment jurisdictions.
- Preferred experience with employment practices within the EMEA region.
- Strong SLA and metrics focus with a track record of achieving goals like CSAT and turnaround times.
- Proficiency with self-service playbooks, asynchronous tools, and cross-functional problem solving.
- Empathetic, human-centred customer support approach during sensitive employment transitions.
- Strong analytical skills to identify root causes behind customer requests.
- Excellent time management, prioritisation, and multitasking abilities across regional dependencies.
- Excellent written and verbal communication tailored to diverse cultures and jurisdictions.
- Strong attention to detail and good judgement handling sensitive and confidential information.
- Collaborative mindset and willingness to share knowledge in a distributed global team.
- Alignment with a remote-first mindset and Oyster’s mission.
- Willingness to embrace AI technologies and improve workflows continuously.
- Reliable home internet connection.
- Fluent English language skills.
- Ability to work within UTC 0 / +3 timezone coverage for assigned EMEA portfolio with overlap with global team.
Conditions
- Fully remote work from anywhere authorized to work.
- 40 days paid time off per year including holidays and vacation, or more if locally required.
- Access to mental well-being service Plumm.
- Monthly wellbeing allowance via ThanksBen wallet.
- At least 3 months paid flexible parental leave with job protection up to 12 months or as locally required.
- Stipend for laptop and home office equipment setup.