Operational Excellence Specialist (Onboarding)

The best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere.

We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has:

🌏 Built a distributed team of 400+ across 60+ countries

👩‍💻 Featured in Forbes as #9 in FlexJobs Top 30 Companies for remote jobs

🌈 Formed a diverse leadership team and a workforce that’s 60% female

🏆 Earned top employee engagement scores

🦄 Raised $286 million; valued at $1.2 billion

💚 Achieved B Corp status in 2023

Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, we’d love for you to apply!

👩‍💻 The Role

Location: While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire, this role requires you to be able to work within UTC + 0 / +3 hours.

We are looking for an Operational Excellence Specialist (Onboarding) who will be responsible for completing onboarding tasks that require deep focus and operational efficiency. Our Onboarding Operations 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 other stakeholder team such as Legal, Sales, and Product while supporting onboarding operations for one or more products based on business needs.

Key Responsibilities

You will have ownership of the administrative integrity and execution speed of the onboarding lifecycle. This role ensures that every onboarding phase is completed with 100% accuracy, enabling Onboarding Success Managers to focus on implementing customer’s requirements and ensuring relationship health. You will work alongside the other operational teams to create a seamless customer and team member experience.

• Process Execution: Execute onboarding tasks within Zendesk and our Oyster platform. This includes following processes and best practices:

  • Data Integrity: Audit new hire documentation for completeness and accuracy before passing data to our partners, and ensuring complete and accurate data is held on the Oyster platform;

  • SLA Management: Monitor and meet strict "Time to Resolution" targets, ensuring no task sits idle at any stage of the execution funnel;

  • Internal Coordination: Act as the primary liaison for the customer service team when execution roadblocks occur, providing clear status updates on task completion;

  • Knowledge Integrity: Provide feedback and/or actively maintain our customer self-service tools so that we can help the customer help themselves as much as possible, as well as internal knowledge sources and team processes;

  • Domain Expertise: Keep up to date with Product releases or changes to process and provide feedback on the Oyster platform which will improve the online workflows and customer experience.

While your initial focus will be on mastering and executing our onboarding engine, you will have the unique opportunity to influence the scope of this position as we scale. As you identify bottlenecks and champion efficiencies, you will be empowered to redesign workflows, pilot new operational tools, and help define what "Operational Excellence" looks like for the next phase of our company’s growth.

Core Requirements

• 3+ years of proven experience in high-volume data management or back-office operations.

• First class attention to details, organisational and analytical skills and a proven work ethic. (Accuracy is a non-negotiable KPI).

• 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;

• Proficiency in Zendesk or similar ticketing/workflow systems;

• Experience of following and improving team processes to ensure a consistent customer experience, with the ability to add the 'human touch' where appropriate;

• Comfortable with a high pace work environment and you thrive both as a team player and when working autonomously;

• Excellent interpersonal skills, determination and tenacity, along with a sense of humour;

• 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] 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

Our values guide the work we do, the decisions we make, and the culture that makes us special. We make it happen. We drive change. We build and give trust, and we are a united team.

Our mission is to create a more equal world, one global hire at a time. Everything we do ladders up to our mission, and that doesn’t 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 work and share our practices in the Oyster Public HQ to help other global teams learn from our experiences.

With diverse locations, cultures, and needs, we created How YOU Work; a program supporting your whole human experience at Oyster:

• Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.

• Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.

• Mental health support: Access Plumm, our mental well-being service.

• Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue for ideas.

• Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.

• WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.

We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.

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 [email protected] with the subject line: Interview Accommodations.

Our available positions are on our careers page. Our team will only contact you from an @oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline.