Onboarding Success Manager

The Role

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 Experience. In your role, you'll 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 questions;
• Managing 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;
• AI & Workflow Automation: Actively embraces emerging AI technologies, with a willingness to continuously learn, experiment and identify opportunities to improve workflows, productivity and operational excellence.
• [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.