Onboarding Success Manager – EMEA

Role Overview

• 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
• Manage 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

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
• [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.

Benefits

• 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.