(Remote Work) Onboarding Success Manager – Oyster

Job Expired

Job Overview

  • Job Title Onboarding Success Manager
  • Hiring Organization Oyster
  • Company Website https://www.oysterhr.com/
  • Remote Locations EMEA
  • Job Type  Remote, Full-Time

Location: Anywhere in the world within the timezone UTC + / – 4 hrs (EMEA). While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever.

We are looking for Onboarding Success Managers who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. You will be part of the frontline of our business and interact directly with Customers seeking to hire or pay through Oyster, as well as with the Team Members employed by Oyster.

Our Onboarding Success team oversees team member and customer onboarding operations. This team is a subset of the larger Operations team which is dedicated to ensuring an exceptional Customer and Team Member Experience. In your role, you’ll collaborate closely with our Legal, Sales, and Product teams.

Job Responsibilities

You will have complete ownership for guiding and supporting both Customers and Team Members through their onboarding  journey with Oyster. This means being the key point of contact for both a Customer and their new Team Member, from the point at which the Customer submits a new hire on the Oyster platform, until the Team Member is Engaged.

You will provide guidance and support by:

  • Providing explanatory documentation to Customers and Team Members on Oyster, answering ad-hoc questions quickly and accurately using a wide range of sources;
  • Organizing meetings with Customers and Team Members to answer their questions
  • Manage custom requests and escalations that occur at the time of onboarding, effectively working with our Sales, Product, Legal and Finance teams
  • Leading Right To Work checks & / or supporting contract customization operations in alignment with internal procedures, timely and compliantly
  • Creating and updating explanatory documentation on how the onboarding process works
  • Following team processes and best practices including playbooks and using internal knowledge sources
  • Ensuring information required from customers is captured and processed accurately
  • Ensuring complete and accurate data that is held on the Oyster platform to underpin smooth employment for a Team Member and a seamless experience for the Customer
  • Providing feedback and/or actively maintaining our customer self-service tools so that we can help customers help themselves as much as possible, as well as internal knowledge sources and team processes
  • Keeping up to date with Product releases or global employment regulation changes
  • Completing ongoing upskilling to meet agreed KPIs

Job Requirements

  • 3+ years experience working in HR, or in a customer-facing role for a HR SaaS platform
  • You have a customer-first mentality: you can put yourself in their shoes and always want to go the extra mile to ensure that the customer is happy and they feel supported
  • You have experience in scheduling and managing customer meetings
  • You have experience in managing customer escalations
  • You have a track record of meeting and improving customer satisfaction metrics e.g. cSAT, NPS
  • Experience following and improving team processes to ensure a consistent customer experience, with the ability to add the ‘human touch’ where appropriate
  • First-class attention to detail,  organizational and analytical skills  and a proven work ethic;
  • Excellent written and verbal communication skills
  • Comfortable with a fast-paced work environment and working autonomously
  • Excellent interpersonal skills, determination and tenacity, along with a sense of humor
  • Remote-first advocate and passionate about creating change in the future of work landscape
  • Driven by the social impact mission and desire to use skills to influence global change and employment opportunities
  • [BONUS] 3+ years in a customer success role, ideally where you have had ownership of onboarding Customers onto an HR SaaS platform and have worked with SMB to Enterprise Market;
  • [BONUS] Knowledge of employment practices in more than 1 country
  • [BONUS] Ability to speak languages other than English fluently.

You’ll also need…

  • A reliable home internet connection (or be able to get one)
  • Fluent English language skills

Employee Benefits

Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we’ve created How YOU Work; a program of policies, practices, and perks to support your whole human experience as an employee at Oyster.

  • Work from anywhere: Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you’re authorized to work where you live, the world is truly your Oyster.
  • Paid time off: We’re all about taking breaks—we all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more).
  • Mental health support: We consider your mental health a top priority. We offer access to Plumm, a mental well-being service, to support your mental health.
  • Wellbeing allowance:  Each month, Oyster will top up your ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue here for inspiration.
  • Flexible parental leave: Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of how they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction).
  • WFH stipend: $3000 stipend to spend on your laptop and any other equipment you need for your home office; we’ll get you up and running in no time!

How To Apply

Click “Apply” below to fill in the application form!

More Information

  • This job has expired!