Onboarding Success Manager (APAC)

One platform a whole world of opportunity

Right now the best jobs are limited to people in a handful of the worlds wealthiest cities yet brilliant people are everywhere. Driven to overturn the status quo and distribute opportunities equally around the world Oyster launched its global employment platform to help companies hire pay and care for talent anywhere.

When it comes to global employment we walk the walk. Were proof that companies dont need an office to create a highly-engaged culture. Since the companys inception in January 2020 Oyster has:

Created a fully-distributed vibrant team of 400 employees across 60 countries

Featured in Forbes having ranked #9 in Flexjobs Top 30 Companies for remote jobs

Established a diverse leadership team and an employee base thats 60% female

Achieved one of the highest employee engagement scores in its class

Raised $286 million to date with a current valuation of $1.2 billion!

B Corp status achieved in 2023

Our momentum speaks to the power of global employmentand were just getting started! If you want to change the world with Oyster and be empowered to work remotely while doing so wed love for you to apply!

The Role

Location: Anywhere in the world within the Philippines. While this position is posted in a specific location all of Oysters positions are fully remote and you can work from home. Forever..

We are looking for an Onboarding Success Manager 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 members and customer onboarding operations. This team is a subset of the larger Lifecycle Operations team which is dedicated to ensuring an exceptional Customer and Team Member your role youll collaborate closely with our Legal Sales and Product teams while supporting onboarding operations for one or more products based on business needs.

Key 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 questionsTain

• Manage custom requests and escalations that occur at the time of onboarding effectively working with our Sales Product Legal and Finance teams

• 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

Core 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.

Youll also need

• A reliable home internet connection (or be able to get one)

• Fluent English language skills

How we work together at Oyster

Our values guide the work we do the decisions we make and the culture that makes us special. We elevate talent. We build trust. We thrive together.

Our mission is to create a more equal worldone global hire at a time. Everything we do ladders up to our missionand that doesnt just mean building software. We develop programs participate in workshops and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work.

We embrace asynchronous communication and collaborative workand we share how we work in the Oyster Public HQ to help other global teams learn from our experiences.

How YOU work

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 weve 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 youre authorized to work where you live the world is truly your Oyster.

• Paid time off: Were all about taking breakswe 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 cataloguehere 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: Stipend to spend on your laptop and any other equipment you need for your home office; well get you up and running in no time!

The best jobs should be available to everyone

At Oyster we celebrate a variety of perspectives and experiences and weve intentionally built our product and our company with an inclusive global mindset. We know from experience that people from underrepresented groups often dont apply for roles they dont feel they meet all the criteria for. Were committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes but dont necessarily check every single box please consider applying. Wed love to hear how you might contribute to our mission and our team.

Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process please email with the subject line: Interview Accommodations.

Our available positions are published on our careers page and should you be invited to interview with us our recruitment team will only ever contact you directly from an @ email address. We will never ask you to send us money as part of a job offer. If you receive a suspicious email relating to opportunities at Oyster from any other email domainwhere someone is claiming to be a part of our recruitment team or are directed to anywhere other than to view our available jobswe encourage you to submit a report through ourCompliance and Ethics Helpline.

Required Experience:

Manager