Onboarding Success Manager I – Americas

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

📋 Description

• Take ownership and guide Customers and Team Members throughout their onboarding experience, starting from new-hire submission on the Oyster platform until full engagement.

• Provide clear documentation and promptly address questions from both customers and Team Members with accuracy.

• Coordinate meetings with Customers and Team Members.

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

• Assist with contract customization operations in accordance with internal protocols.

• Develop and revise documentation that outlines the onboarding process.

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

• Collect and accurately input necessary customer information.

• Ensure all data on the Oyster platform is complete and accurate.

• Manage customer self-service tools, internal knowledge bases, and team processes.

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

• Engage in continuous upskilling to achieve agreed-upon KPIs.

• Directly interact with Customers hiring or paying through Oyster, as well as with Team Members employed by Oyster.

⛳️ Requirements

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

• A customer-centric approach and dedication to ensuring customer satisfaction.

• Proven experience in scheduling and managing customer meetings.

• Experience in handling customer escalations effectively.

• A history of meeting and enhancing customer satisfaction metrics, such as cSAT and NPS.

• Experience in adhering to and improving team processes.

• Strong attention to detail, coupled with organizational and analytical skills and a proven work ethic.

• Exceptional written and verbal communication abilities.

• Comfortable working autonomously in a fast-paced environment.

• Excellent interpersonal skills, along with determination, tenacity, and a sense of humor.

• A remote-first mindset.

• A passion for driving change in the future of work.

• Commitment to Oyster’s social impact mission.

• Readiness to learn and experiment with AI technologies and workflow automation.

• Proficiency in English.

• A reliable home internet connection or the ability to secure one.

• Must reside within UTC -4 / -7.

• Bonus: Over 3 years in customer success, preferably overseeing onboarding for customers onto an HR SaaS platform while working with SMB to Enterprise markets.

• Bonus: Knowledge of employment practices across multiple countries.

• Bonus: Fluency in additional languages besides English.

🏝️ Benefits

• Fully remote work from home.

• Flexibility to work from anywhere, as long as you are authorized to work where you reside.

• 40 days off annually, inclusive of holidays and vacation, or more as mandated by your country.

• Access to mental health support through Plumm.

• Monthly wellbeing allowance available in the ThanksBen wallet.

• At least three months of paid parental leave for new parents.

• Job protection for up to 12 months or as required by local laws.

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

• Asynchronous, collaborative working environment.

• An inclusive, global workplace culture.