Offboard Operations Expert

This is a fully remote position, open to applicants in Brazil, +4 more countries.

📋 Description

• Serve as the main point of contact for customers and team members throughout both standard and complex offboarding processes.

• Collaborate with various departments including customer service, HR, finance, product, and legal to address inquiries.

• Disseminate knowledge to the customer-facing team to enhance customer satisfaction and optimize processes.

• Achieve weekly service delivery objectives, maintain SLA compliance, and meet CSAT performance metrics.

• Manage intricate customer inquiries and escalations, utilizing managerial support for high-risk scenarios.

• Oversee and coordinate small bulk offboarding projects involving five or more team members.

• Engage with internal cross-functional partners to coordinate requirements both asynchronously and synchronously.

• Identify enhancements to playbooks and workflows to eliminate bottlenecks and boost operational efficiency.

• Ensure exceptional data accuracy within the Oyster platform.

• Maintain clear and updated communications regarding tickets.

• Take part in small project initiatives.

• Contribute to internal knowledge bases and help center documentation.

• Assist team members through peer learning opportunities.

⛳️ Requirements

• A minimum of 3 years of experience in customer service or customer-facing operations, particularly in HR or People administration.

• Proven experience in managing complex cases and overseeing small group transitions or bulk workflows.

• Strong focus on SLA and metrics, with a history of achieving individual output and quality objectives, including CSAT and turnaround times.

• Process-oriented approach utilizing self-service playbooks, asynchronous tools, and cross-functional collaboration.

• An empathetic, human-centered approach to customer support during sensitive career transitions.

• Strong analytical curiosity.

• Excellent time management skills, with the ability to prioritize tasks, maintain checklists, and independently manage shifting deadlines.

• A collaborative mindset and eagerness to shadow senior experts, assist colleagues, and share knowledge.

• Exceptional interpersonal skills, determination, resilience, and a sense of humor.

• Advocate for remote work, aligned with Oyster’s social impact mission.

• Openness to learning and utilizing AI technologies and workflow automation.

• Reliable home internet connection or the ability to secure one.

• Proficient in English.

• Availability to work within UTC -4 to UTC -7 to support the Americas region.

🏝️ Benefits

• Flexibility to work from anywhere.

• 40 days off annually (including holidays and vacation), with the possibility for more based on local requirements.

• Mental health support provided through Plumm.

• Monthly wellbeing allowance available in the ThanksBen wallet.

• At least three months of paid parental leave with job protection for up to 12 months or as mandated locally.

• WFH stipend for laptop and home office setup.