Offboard Operations Expert

The Role

Location: All of Oyster's positions are fully remote. 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 EMEA region.

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. The 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 cross-functionally with customer service colleagues, HR, finance, product, and legal experts to resolve queries, then share your knowledge with the whole customer-facing team to create a great customer experience and keep processes streamlined.
• 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 and 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, 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 individual output and quality goals such as CSAT and turnaround times.
• Strong process orientation and confidence using self-service playbooks, asynchronous tools, and cross-functional expertise to resolve incomplete or complex information.
• An empathetic, human-centred approach to customer support, particularly during sensitive employment transitions.
• Strong analytical curiosity and the ability to identify the underlying issue behind a customer request rather than addressing only the immediate question.
• Excellent time management and prioritisation skills, with the ability to manage multiple cases, deadlines, and regional dependencies independently.
• Excellent written and verbal communication skills, including the ability to adapt communication for customers, team members, and internal stakeholders across different cultures and jurisdictions.
• Strong attention to detail and sound judgement when working with sensitive, confidential, or compliance-related information.
• Collaborative mindset and willingness to share knowledge, support colleagues during busy periods, and work effectively within a distributed global team.
• Remote-first mindset and alignment with Oyster's 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 the ability to obtain one.
• Fluent English language skills.
• The ability to work within the required regional timezone coverage for your assigned EMEA portfolio, while maintaining appropriate overlap with the broader global team.

How YOU Work: Benefits and Perks

• 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: 40 days off per year (including holidays and vacation), or more if required by your country.
• Mental health support: Access to Plumm, our mental well-being service.
• Wellbeing allowance: A monthly allowance in your ThanksBen wallet to spend on a wide range of options.
• Flexible parental leave: At least three months' paid leave for all new parents, with job protection for up to 12 months or as required locally.
• WFH stipend: A stipend for your laptop and home office equipment to get you set up quickly.