Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are everywhere. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.
When it comes to global employment, we walk the walk. We're proof that companies don't need an office to create a highly-engaged culture. Since the company's inception in January 2020, Oyster has:
Created a fully-distributed, vibrant team of 500+ employees across 60+ countries
Established a diverse leadership team and an employee base that's 60% female
Achieved one of the highest employee engagement scores in its class
Raised $150 million in Series C funding at a valuation of over $1 billion!
Our momentum speaks to the power of global employmentand we're just getting started! If you want to change the world with Oyster and be empowered to work remotely while doing so, we'd love for you to apply!
The Role
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 (you?!) this role does require that you are based within -5 / +5 UTC time zones.
Oyster is looking for a Director of Pay Customer Experience to help us build and deliver a best in class Customer Experience within the Pay Business Unit. This is a critical customer-facing role within the Finance organization reporting directly to the Vice President of the Pay Business Unit. The Pay Business Unit is responsible for the calculation, processing and payment of accurate and timely payroll and associated invoicing to a rapidly growing customer base. This position will be instrumental in shaping our customer experience, strategy and operations. This includes leading the scaling of a world class customer support team in a complex and nuanced payroll and invoicing landscape within a hyper-growth environment. Scaling involves automation of processes, identifying best practices, and using the tools effectively (Zendesk, Netsuite and the Oyster platform) for an amazing Customer Experience whilst developing, hiring, motivating and structuring a growing global distributed team (currently ~25).
This role, while it directly reports to the VP of Pay, forms part of a matrix organization with close dependencies/working relationships on Customer leads responsible for other parts of the customer journey and the customer support excellence team (who can help drive process improvements and a consistent customer experience). To be successful in this role you would be adept at operating within such a structure while also being able to work cross functionally with the rest of the organization (Product, Operations and Payroll teams) to deliver the automation / process improvements required to deliver a world class experience for the customer and team members.
The Director of Pay Customer Experience should have extensive experience leading a customer support function ideally in a customer centric, high growth environment with similar complexities to what the Pay business faces at Oyster. The ideal candidate would also be passionate about the Oyster mission.
What You'll Do
- Develop, lead, motivate and drive best practices across a globally distributed Pay Customer Experience team.
- Lead operational design, metric and goal development for Pay Customer Experience.
- Develop a deep understanding of the Customer and Team Member journey and work cross-functionally to evolve it to the ideal customer experience.
- Make data driven decisions to deliver an amazing customer experience in a scalable manner.
- Proactively manage customer challenges and process changes related to the Pay part of the customer journey.
- Implement solid governance structures to ensure delivery tracks to agreed service levels, and quality frameworks.
- Develop a deep understanding of pay and payroll processes as relevant to the customer experience.
- Work cross functionally to deliver on process improvements.
- Increase team member satisfaction through delivering an exceptional customer support experience
- Ensure relevant tools are used effectively and efficiently to deliver best in class operational delivery
- Contribute to the growth of a knowledge database to allow for customer/ team member self service.
- 10+ years experience within a customer-facing or operations leadership role, with a focus on driving customer satisfaction, adoption & expansion of a technology platform.
- 6+ years of management/leadership experience including managing a global team.
- Technology company experience, ideally in a SaaS company during a period of hypergrowth, ideally in a similar complex, nuanced product.
- Proven track record of delivering extremely high levels of satisfaction across a customer base, whilst taking pride in driving operational efficiencies.
- Familiarity with finance and accounting operations including Payroll, Accounts Payable, Invoicing, and Payments.
- Experience working in a matrixed cross functional organization with strong partnership and relationship-building skills.
- Strong customer empathy and service level focus
- Highly analytical, process-oriented and not afraid to get into the details
- Experience working with Zendesk or similar CRM technology
- Experience working with data visualization tools (ex. Looker) and ERP systems (ex. NetSuite)
- BONUS: Experience leading and collaborating with distributed teams.
- A reliable home internet connection (or be able to get one)
- Fluent English language skills
Our values guide the work we do, the decisions we make, and the culture that makes us special. We elevate talent. We build trust. We thrive together.
Our mission is to create a more equal worldone global hire at a time. Everything we do ladders up to our missionand that doesn't just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work.
We embrace asynchronous communication and collaborative workand we share how we work in the Oyster Public HQ to help other global teams learn from our experiences.
How YOU Work
Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we've created How YOU Work; a program of policies, practices, and perks to support your whole human experience as an employee at Oyster.
- Work from anywhere: Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you're authorized to work where you live, the world is truly your Oyster.
- Paid time off: We're all about taking breakswe all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more).
- Mental health support: We consider your mental health a top priority. We offer access to Plumm, a mental well-being service, to support your mental health.
- Wellbeing allowance: Each month, Oyster will top up your Juno wallet with a wellbeing allowance. Juno Points can be applied to anything that helps you show up to work as your best self, whether that's your internet bill, a class, gym membership, or houseplants. The choices are endless!
- Flexible parental leave: Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of how they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction).
- WFH stipend: $3000 stipend to spend on your laptop and any other equipment you need for your home office; we'll get you up and running in no time!
At Oyster, we celebrate a variety of perspectives and experiences and we've intentionally built our product and our company with an inclusive, global mindset. We know from experience that people from underrepresented groups often don't apply for roles they don't feel they meet all the criteria for. We're committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes, but don't necessarily check every single box, please consider applying. We'd love to hear how you might contribute to our mission and our team.
Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. Please email jobs@oysterhr.com with the subject line: Interview Accommodations if you require any reasonable accommodations throughout the recruiting process.
