Offboard Operations Expert

The role

You will serve as a primary point of contact for customers and team members during sensitive employment and offboarding situations. You will guide users through standard and complex offboarding processes and manage bulk offboardings.

What you will do

• Act as the primary point of contact for customers and team members during offboarding.
• Work collaboratively with customer service, HR, finance, product, and legal experts.
• Meet weekly service delivery goals, SLAs, and CSAT metrics.
• Handle complex customer inquiries and escalations.
• Lead and project manage small bulk offboardings of 5 or more team members.
• Identify opportunities to improve existing playbooks and workflows.
• Maintain data accuracy on the Oyster platform.
• Participate in project initiatives and contribute to internal knowledge bases.

Required qualifications

• 3+ years of experience in customer service or customer-facing operations.
• Strong background in HR, People Operations or People administration.
• 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.
• Strong SLA and metrics focus.
• Strong process orientation and confidence using self-service playbooks and asynchronous tools.
• Empathetic, human-centred approach to customer support.
• Strong analytical curiosity.
• Excellent time management and prioritisation skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and sound judgement with sensitive or confidential information.
• Collaborative mindset and ability to work in a distributed global team.

Nice to have

• Exposure to employment practices within EMEA

Benefits

• Work from anywhere
• 40 days of paid time off per year including holidays and vacation, or more if required by country
• Mental health support via Plumm
• Monthly wellbeing allowance in a ThanksBen wallet
• Flexible parental leave of at least three months paid
• WFH stipend for laptop and home office equipment

About the company

Oyster is a global employment platform that lets companies hire, pay, and care for people anywhere. It is a B Corp-certified company distributed across 60+ countries.