Onboarding Success Manager (EMEA). Fixed Term: 10 months

Onboarding Success Manager (EMEA). Fixed Term: 10 months ✨ ONE PLATFORM, A WHOLE WORLD OF OPPORTUNITY 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 https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/ 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  PLEASE NOTE: This is a 10-month fixed-term employment contract. 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 based within UTC +0 / +3 We are looking for an Onboarding Success Manager who will be responsible for delivering an exceptional experience to our Customers and Team Members during the onboarding process. You will be part of the frontline of our business and interact directly with Customers seeking to hire or pay through Oyster, as well as with the Team Members employed by Oyster. Our Onboarding Success 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 Legal, Sales, and Product teams while supporting onboarding operations for one or more products based on business needs. KEY RESPONSIBILITIES 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 CORE 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 ... (truncated, view full listing at source)