Onboarding Success Manager I, Americas

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

📋 Description

• Provide an outstanding experience for Customers and Team Members throughout the onboarding process.

• Act as a primary point of contact from the submission of a customer's new hire on Oyster until the Team Member is fully engaged.

• Offer clear documentation and respond to inquiries from both customers and Team Members promptly and accurately.

• Coordinate meetings with Customers and Team Members.

• Handle custom requests and onboarding escalations in collaboration with Sales, Product, Legal, and Finance teams.

• Assist in contract customization operations in accordance with internal procedures and compliance regulations.

• Develop and revise documentation that outlines the onboarding procedures.

• Adhere to team processes, playbooks, best practices, and internal knowledge resources.

• Accurately capture and process necessary customer information.

• Ensure complete and precise data management on the Oyster platform.

• Maintain customer self-service tools, internal knowledge resources, and team processes.

• Stay informed about Product releases and changes in global employment regulations.

• Engage in ongoing skill development to achieve agreed-upon KPIs.

⛳️ Requirements

• Minimum of 3 years of experience in HR or in a customer-facing position within an HR SaaS platform.

• Proven experience in scheduling and managing customer meetings.

• Experience in handling customer escalations effectively.

• Demonstrated ability to meet and enhance customer satisfaction metrics such as cSAT and NPS.

• Experience in following and improving team processes.

• Exceptional attention to detail, organizational and analytical skills, along with a strong work ethic.

• Proficient written and verbal communication abilities.

• Ability to thrive in a fast-paced work setting and work independently.

• Strong interpersonal skills, determination, tenacity, and a sense of humor.

• Advocate for remote-first work, passionate about transforming the future of work.

• Motivated by social impact and the desire to leverage skills for global change and employment opportunities.

• Eager to embrace emerging AI technologies and continuously seek out workflow improvements.

• Reliable home internet connectivity.

• Proficient in English.

• [BONUS] Over 3 years in a customer success role, preferably managing onboarding for Customers on an HR SaaS platform, and working with SMB to Enterprise Markets.

• [BONUS] Knowledge of employment practices across multiple countries.

• [BONUS] Fluency in languages other than English.

🏝️ Benefits

• Flexibility to work from any location.

• 40 days off each year (including holidays and vacation), or more as required by your country.

• 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.

• Work-from-home stipend for laptop and home office equipment.