入职成功经理（美洲）
Onboarding Success Manager (Americas)
### **✨ 一个平台，开启无限可能**
最好的工作一直集中在世界上最富有的几个城市。但人才无处不在。Oyster致力于缩小这一差距——打造一个全球雇佣平台，让公司可以在此雇佣、支付并关怀任何地方的优秀人才。
我们证明了高性能文化不需要办公室。自2020年以来，我们分布于60多个国家，已经构建出被行业持续关注的东西：
- 在TIME和Statista的[2026年美国顶级WorkTech公司](https://www.oysterhr.com/library/oyster-hr-named-10-of-americas-top-worktech-companies-of-2026)榜单中位列**第10名**
- 被Newsweek评为[2026年美国最棒的初创公司办公场所](https://www.oysterhr.com/library/oyster-2026-newsweek-award)之一
- 在雇主代理、全球雇佣、多国薪资发放和人力资源合规领域，被评为[G2 2026年春季领导者](https://www.oysterhr.com/library/oyster-named-best-roi-for-any-global-employment-platform-for-g2-spring-2026)
- 唯一一家获得**B Corp认证**的全球雇佣平台 ~ 自2023年起独立验证
其中两项排名从外部衡量了我们的业务影响。一项衡量了我们员工在这里工作的感受。它们指向了相同的地方 ~ 因为在Oyster，文化和绩效不是两个不同的话题。它们是同一个话题。
我们才刚刚开始。如果你希望与同样充满热情的人一起完成职业生涯中最出色的工作，欢迎你申请。
**地点：** 虽然此职位发布在特定地点，但Oyster的所有职位均为全远程，你可以永久在家工作。为了给新员工创造最佳体验，此职位要求你位于UTC -4 / -7时区。
我们正在寻找一名入职成功经理，负责在入职过程中为我们的客户和团队成员提供卓越的体验。你将作为业务前线的一员，直接与希望通过Oyster雇佣或支付的客户，以及由Oyster雇佣的团队成员互动。
我们的入职成功团队负责团队成员和客户入职运营。该团队是更大的生命周期运营团队的一部分，该团队致力于确保卓越的客户和团队成员体验。在你的职位上，你将与我们的法务、销售和产品团队紧密合作，同时支持入职运营。
查看英文原文
### **✨ One platform, a whole world of opportunity**
The best jobs have always clustered in a handful of the world's wealthiest cities. But talent is everywhere. Oyster set out to close that gap - building a global employment platform that lets companies hire, pay, and care for brilliant people anywhere.
We're proof that a high-performing culture doesn't need an office. Distributed across 60+ countries since 2020, we've built something the industry keeps noticing:
- Ranked **#10 of 250** on TIME and Statista's 2026 list of [America's Top WorkTech Companies](https://www.oysterhr.com/library/oyster-hr-named-10-of-americas-top-worktech-companies-of-2026-by-time)
- Named one of [America's Greatest Startup Workplaces 2026](https://www.oysterhr.com/library/oyster-2026-newsweek-award) by Newsweek
- A [G2 Spring 2026 Leader](https://www.oysterhr.com/library/oyster-named-best-roi-for-any-global-employment-platform-for-g2-spring-2026) across Employer of Record, Global Employment, Multi-country Payroll, and HR Compliance
- The only **B Corp-certified** global employment platform ~ independently verified since 2023
Two of those rankings measured our business impact from the outside. One measured how our own people feel about working here. They landed in the same place ~ because at Oyster, culture and performance aren't separate conversations. They're the same one.
And we're just getting started. If you want to do the best work of your career alongside people who care as much as you do, we'd love for you to apply.
**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 -4 / -7 .
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 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
- AI & Workflow Automation **:** Actively embraces emerging AI technologies, with a willingness to continuously learn, experiment and identify opportunities to improve workflows, productivity and operational excellence.
- [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.
**You'll also need**
- A reliable home internet connection (or be able to get one)
- Fluent English language skills
### **How we work together at Oyster**
Our values guide the work we do, the decisions we make, and the culture that makes Oyster what it is. We make it happen—progress is our default setting. We drive change, we build and give trust, and we move as one united team.
Our mission is to create a more equal world of work: helping companies everywhere hire, pay, and care for talent anywhere. Everything we do ladders up to our mission. We embrace asynchronous, collaborative work and share how we operate in the [Oyster Public HQ](https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d) so other global teams can learn from us.
### **How YOU work**
With diverse locations, cultures, and needs, we created [How YOU Work;](https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395) a program supporting your whole human experience at Oyster:
- **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](https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7), our mental well-being service.
- **Wellbeing allowance:** Each month, receive a wellbeing allowance in your ThanksBen wallet to spend on a wide range of options.
- **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.
### **✨ The best jobs should be available to everyone**
We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.
Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email [jobs@oysterhr.com](mailto:jobs@oysterhr.com) with the subject line: Interview Accommodations.
Our available positions are on our careers page. Our team will only contact you from an @ _oysterhr.com_ email, and **we will never ask for money as part of an interview process or job offer.** If you receive a suspicious email about Oyster jobs or are directed to a site other than [www.oysterhr.com/careers](http://www.oysterhr.com/careers), please report it via our [Compliance and Ethics Helpline](https://faceup.com/c/8tpzyyye).