Onboarding Success Manager – Fixed-Term (Americas)

About the role

Oyster is looking for an Onboarding Success Manager to own the end‑to‑end onboarding experience for both customers and their new team members across the Americas. You will act as the primary point of contact from the moment a hire is submitted on the platform until the employee is fully engaged, ensuring a smooth, compliant and delightful journey.

Key responsibilities

• Guide customers and new hires through the onboarding workflow, providing documentation, answering questions and scheduling support meetings.
• Manage custom requests and escalations, collaborating with Sales, Product, Legal and Finance to resolve issues promptly.
• Support contract customization, ensuring compliance with internal procedures and global employment regulations.
• Maintain and improve self‑service tools, knowledge bases and internal playbooks.
• Capture accurate data from customers, keep platform records up‑to‑date and provide feedback for continuous improvement.

Required profile

• 3+ years experience in HR or a customer‑facing role on an HR SaaS platform.
• Proven track record of meeting or exceeding CSAT/NPS metrics and handling escalations.
• Strong attention to detail, organizational and analytical abilities.
• Excellent written and verbal communication in English.
• Comfortable working autonomously in a fast‑paced, remote environment.

What we offer

• Fully remote work with flexibility to live anywhere within UTC‑4 to UTC‑7.
• 40 days paid time off per year, including holidays and vacation.
• Mental‑health support through Plumm.
• Monthly wellbeing allowance via ThanksBen wallet.
• Flexible parental leave with up to three months paid and job protection.
• Stipend for laptop and home‑office equipment.