Offboard Operations Expert

About the role

Oyster is seeking an Offboard Operations Expert to join its Lifecycle Operations Department. The role serves as the primary point of contact for customers and team members during sensitive employment and off‑boarding situations, ensuring a smooth, compliant, and supportive experience across the Americas region.

Key responsibilities

• Guide customers and internal teams through standard and complex off‑boarding processes, acting as the trusted voice of Oyster.
• Collaborate with customer service, HR, finance, product, and legal partners to resolve queries and share knowledge across the organization.
• Meet weekly service delivery goals, SLA commitments, and CSAT targets while handling escalations with empathy.
• Lead small bulk off‑boarding projects (5+ team members), coordinating requirements with cross‑functional partners.
• Identify and implement improvements to playbooks and workflows to increase operational efficiency.
• Maintain accurate data on the Oyster platform and keep ticket communications up‑to‑date.

Required profile

• 3+ years of experience in customer‑facing operations, preferably with HR or People administration background.
• Proven ability to manage complex cases and small‑group transitions or bulk workflows.
• Strong focus on SLA adherence and metrics such as CSAT and turnaround times.
• Process‑oriented mindset, comfortable using self‑service playbooks, asynchronous tools, and cross‑functional collaboration.
• Empathetic, human‑centered approach to support during sensitive career transitions.
• Excellent analytical curiosity, time‑management, and collaborative spirit.

What we offer

• Fully remote work with a requirement to be based in a UTC‑4 to UTC‑7 time zone.
• 40 days paid time off per year, mental health support, wellbeing allowance, and flexible parental leave.
• Home‑office stipend for laptop and equipment.
• Opportunity to work for a B Corp‑certified global employment platform recognized by TIME, Newsweek, and G2.