Offboard Operations Expert

Oyster HR
São Paulo, San Jose, Santiago, Bogotá, Mexico City
Workplace: RemoteFull timeBRL 170,000 - 190,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Empathy","Problem-solving","Time management","Collaboration"]

Serve as the primary point of contact during sensitive offboarding situations, guiding customers and internal teams through complex individual cases and bulk transitions. Manage case work alongside proactive problem-solving, partnering with customer service, HR, finance, product, and legal. Own weekly service delivery goals, SLA adherence, and CSAT performance, lead small bulk offboardings, and maintain accurate platform data and clear ticket communications.

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Oyster HR
Oyster HR
13 hours ago

Offboard Operations Expert

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Serve as the primary point of contact during sensitive offboarding situations, guiding customers and internal teams through complex individual cases and bulk transitions. Manage case work alongside proactive problem-solving, partnering with customer service, HR, finance, product, and legal. Own weekly service delivery goals, SLA adherence, and CSAT performance, lead small bulk offboardings, and maintain accurate platform data and clear ticket communications.
Location: São Paulo, San Jose, Santiago, Bogotá, Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of contact, guiding customers and team members through standard and complex offboarding processes.
  • •Collaborate cross-functionally (customer service, HR, finance, product, legal) to resolve queries and share knowledge with the customer-facing team.
  • •Meet individual weekly service delivery goals, SLA adherence, and customer satisfaction (CSAT) metrics.
  • •Handle complex inquiries and escalations with clarity and empathy, leveraging manager support when needed.
  • •Lead and project manage small bulk offboardings (5+ team members) and improve playbooks/workflows to reduce bottlenecks.

Pay and Benefits

Salary: BRL 170,000 - 190,000 annually
Perks:Paid LeaveHealth InsuranceWellness StipendParental LeaveRemote Work

Key Requirements

  • •3+ years of experience in customer service or customer-facing operations, with a strong background in HR or People administration.
  • •Experience managing complex cases and small group transitions or bulk workflows.
  • •Strong SLA and metric focus, with a track record of meeting output and quality goals (e.g., CSAT, turnaround times).
  • •Process-oriented mindset using self-service playbooks, asynchronous tools, and cross-functional teams to resolve missing information.
  • •Empathic, human-centered approach to customer support during sensitive career transitions, paired with strong analytical curiosity.
Experience:3+ years
Skills:CommunicationEmpathyProblem-solvingTime managementCollaboration
Languages:English
Tech Stack:AIWorkflow automation

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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