Offboard Operations Expert

Oyster HR
Bucharest, Budapest, Sofia, Cairo, Nairobi, Johannesburg, Athens
Workplace: RemoteFull timeRON 165,000 - 170,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Empathy","Case management","Cross-functional collaboration","SLA/metrics focus","Time management","Analytical curiosity","Interpersonal skills","Tenacity","Communication"]

Serve as a trusted primary point of contact for customers and team members during sensitive employment offboarding situations. Manage complex individual cases and coordinate small bulk offboardings while balancing empathy, clarity, and case management. Partner cross-functionally (customer service, HR, finance, product, and legal) to resolve escalations, meet SLA/CSAT targets, maintain data accuracy, and continuously improve playbooks and workflows.

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Oyster HR
Oyster HR
1 day ago

Offboard Operations Expert

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Last checked: 13 hours agoStatus: Live

Job Summary

Serve as a trusted primary point of contact for customers and team members during sensitive employment offboarding situations. Manage complex individual cases and coordinate small bulk offboardings while balancing empathy, clarity, and case management. Partner cross-functionally (customer service, HR, finance, product, and legal) to resolve escalations, meet SLA/CSAT targets, maintain data accuracy, and continuously improve playbooks and workflows.
Location: Bucharest, Budapest, Sofia, Cairo, Nairobi, Johannesburg, Athens
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of contact for customers and team members during standard and complex offboarding processes.
  • •Collaborate cross-functionally to resolve queries and share knowledge with the customer-facing team to streamline the experience.
  • •Meet weekly service delivery goals, adherence to SLAs, and customer satisfaction (CSAT) metrics.
  • •Handle complex customer inquiries and escalations with clarity and empathy, escalating high-risk situations to manager support when needed.
  • •Lead and project manage small bulk offboardings (5+ team members) and improve playbooks/workflows to remove bottlenecks.

Pay and Benefits

Salary: RON 165,000 - 170,000 annually
Perks:Paid LeaveParental LeaveWellness StipendHome Office

Key Requirements

  • •3+ years of experience in customer service or customer-facing operations, with strong background in HR or People administration.
  • •Experience managing complex cases and small group transitions or bulk workflows.
  • •Strong focus on SLAs and metrics (e.g., CSAT and turnaround times) with a track record of achieving output and quality goals.
  • •Process-oriented mindset using self-service playbooks and asynchronous tools to resolve missing information.
  • •Fluent English and an empathic, human-centered approach for sensitive career transitions.
Experience:3+ years
Skills:EmpathyCase managementCross-functional collaborationSLA/metrics focusTime managementAnalytical curiosityInterpersonal skillsTenacityCommunication
Languages:English
Tech Stack:AIWorkflow automationAsynchronous toolsSelf-service playbooksOyster platform

Company Brief

Oyster HR
Oyster is a global employment platform (Employer of Record) that helps companies hire, pay, and care for distributed teams across 180+ countries, providing compliant contracts, payroll, benefits, and HR tools for remote-first organizations.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2020
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Glassdoor: 4.1
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