Customer Support Specialist - Pay Support

✨ One platform, a whole world of opportunity 

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:

Our momentum speaks to the power of global employment—and 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 be based within -2/ -5 UTC.

We are looking for a skilled and enthusiastic Customer Support Specialist to join our Pay Support team! In this role, you will be key to delivering exceptional customer service, ensuring a seamless and positive experience for our customers worldwide. As a core member of our Pay Support team, you'll assist global customers and internal teams with pay-related questions, leveraging your knowledge to tackle issues skillfully. Collaboration and consistency are at the heart of what we do, so were looking for someone who thrives in a team environment, working closely with cross-functional teams to find solutions.

To be successful in this role, you should be familiar with pay-related topics, customer-focused, analytical, proactive, and enjoy tackling challenges.

Key Responsibilities 

• Provide front-end client support for technical and procedural pay-related issues.
• Deliver prompt, high-quality assistance through CRM platforms, ensuring client satisfaction.
• Collaborate with cross-functional teams to tackle payroll and invoice challenges.
• Analyze data to identify trends and support decision-making in client support.
• Contribute to the internal knowledge base by creating clear, concise documentation.
• Contribute to multiple support projects while meeting tight deadlines.
• Handle high-value accounts and sensitive issues with professionalism.
• Proactively support in identifying and implementing process improvements.
• Stay current with payroll regulations and software updates, including global systems.

Core Requirements

• 2 years of customer service experience resolving pay-related issues (e.g., expenses, taxes, invoices, salary, payslips, payments) with a strong focus on customer satisfaction.
• Familiar with pay-related topics (overtime, benefits, pay adjustments) and payroll software (e.g., ADP, Workday, UKG).
• Knowledge of CRM software (e.g., Salesforce, HubSpot, Zendesk).
• Excellent communication skills, able to explain technical concepts clearly and draft concise documentation.
• Solid problem-solving skills with an analytical approach to troubleshooting and finding innovative solutions.
• Solid analytical abilities, including interpreting data to identify trends and help guide decisions.
• Excellent organizational skills, able to manage multiple projects and meet deadlines.
• Proven team player, fostering collaboration in cross-functional teams.
• Proficient in client interactions, with experience handling high-value accounts and sensitive issues.
• Adaptable, proactive, and eager to take on new challenges and support the improvement of processes.
• Able to maintain focus and productivity under tight deadlines in dynamic environments.
• [BONUS] 2+ years of SaaS industry experience, preferably with enterprise solutions.
• [BONUS] Understanding of global payroll systems and regulations, with experience supporting multinational clients.

You'll also need

• A reliable home internet connection (or be able to get one).
• Fluent English language skills, both written and verbal.

🦪 How we work together at Oyster

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 world—one global hire at a time. Everything we do ladders up to our mission—and 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 work—and 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 breaks—we 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 ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue here for inspiration.
• 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: 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!

✨ The best jobs should be available to everyone 

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. If you require reasonable accommodations throughout the recruiting process, please email jobs@oysterhr.com with the subject line: Interview Accommodations.

Our available positions are published on our careers page and should you be invited to interview with us, our recruitment team will only ever contact you directly from an @oysterhr.com email address. We will never ask you to send us money as part of a job offer. If you receive a suspicious email relating to opportunities at Oyster from any other email domain where someone is claiming to be a part of our recruitment team, or are directed to anywhere other than www.oysterhr.com/careers to view our available jobs we encourage you to submit a report through our Compliance and Ethics Helpline.