Remote Onboarding Success Manager

Summary

Join Oyster's global employment platform as an Onboarding Success Manager, responsible for delivering exceptional experiences to customers and team members during the onboarding process. Collaborate with cross-functional teams and work remotely from anywhere in the world within the UTC - 4 hours timezone.

Responsibilities

• Provide explanatory documentation to Customers and Team Members on Oyster, answering ad-hoc questions quickly and accurately using a wide range of sources
• Organize 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
• Lead Right To Work checks & / or support contract customization operations in alignment with internal procedures, timely and compliantly
• Create and update explanatory documentation on how the onboarding process works
• Follow team processes and best practices including playbooks and using internal knowledge sources
• Ensure information required from customers is captured and processed accurately
• Ensure 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
• Provide 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
• Keep up to date with Product releases or global employment regulation changes
• Complete ongoing upskilling to meet agreed KPIs