### **✨ 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 glo...
...
### **✨ 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:
🌏 Created a fully-distributed, vibrant team of 400+ employees across 60+ countries
👩💻 [Featured in Forbes](https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/) having ranked #9 in Flexjobs Top 30 Companies for remote jobs
🌈 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 $286 million to date, with a current valuation of $1.2 billion!
💚 B Corp status achieved in 2023
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!
**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 the** _**Americas region.**_
## The Role
The Payroll Support Specialist II serves as an experienced, autonomous professional who manages complex payroll and employment inquiries across multiple jurisdictions.
At this level, the Specialist II applies advanced knowledge to troubleshoot, optimize workflows, and contribute to scaling internal support processes.
The role also provides guidance to junior team members and collaborates cross-functionally to enhance customer and operational outcomes.
### **Key Responsibilities**
- **Ticket Ownership:** Manage end-to-end resolution of complex or high-priority payroll support tickets for both customers and team members, ensuring accuracy and timely follow-up.
- **Cross-Functional Collaboration:** Analyze recurring issues and partner with Payroll Operations, Finance, Product, or other cross-functional teams to design and implement corrective actions.
- **Reporting & Insights:** Create and maintain recurring and ad hoc payroll reports (e.g., pay run summaries, variance tracking, SLA metrics, and support trends) to provide insights for management and key stakeholders.
- **Knowledge Management:** Maintain and continuously improve internal knowledge articles, FAQs, and playbooks to support efficient case handling and team development.
- **Escalation Management:** Manage and lead live or scheduled escalation calls with customers and internal stakeholders, ensuring clear communication, accurate information sharing, and timely follow-up on action items.
- **Process Improvement:** Identify process gaps and propose scalable improvements to enhance workflow efficiency and reduce operational risk.
- **Data-Driven Communication:** Track key metrics and communicate trends to management to enable proactive decision-making and continuous improvement.
- **Representation & Advocacy:** Represent Payroll Support in cross-functional meetings related to policy, tooling, or compliance changes, ensuring support team perspectives are considered.
### **Success Measures**
- **Customer Experience:** Maintains **Effort Score / CSAT ≥ 91%** and **Time to Resolution ≥ 65%** within target thresholds.
- **Ownership & Independence:** Achieves **≥ 90% independent case closure** (minimal supervisor intervention or reassignments to payroll specialist).
- **Quality & Accuracy:** Delivers accurate responses and reports (e.g., reconciliations, pension, or non-standard requests) with **<2% rework rate** or customer correction requests.
- **Process & Knowledge Contribution:** Leads or contributes to **2+ process improvements or knowledge-base updates per quarter**, focused on efficiency or accuracy gains.
- **Cross-Functional Collaboration:** Effectively manages **~7 customer escalation calls per week**, demonstrating preparation, clear communication, and coordinated follow-up with Payroll, CS, and Revenue teams.
- **Continuous Growth:** Expands payroll and reporting expertise (e.g., Looker, reconciliations) and is recognized as a **go-to person** for complex customer queries within the team.
### **Minimum Requirements**
- 3–4 years of payroll or global support experience within a SaaS, EOR, or HR/payroll context.
- Strong problem-solving skills; able to translate data and trends into process insights.
- Proven experience managing and leading escalation calls with customers and internal stakeholders, ensuring clear communication, accurate information sharing, and timely follow-up on action items.
- Demonstrated ability to guide others informally through mentorship or peer support.
- Advanced understanding of payroll lifecycle and customer impact.
- Skilled communicator, capable of simplifying complex topics for non-technical audiences.
#### **You'll also need**
- Reliable home internet connection (or ability to obtain one).
- Fluent English, written and verbal.
- Self-driven, collaborative, and proactive mindset.
### **🦪 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](https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d) —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;](https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395) 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](https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7), 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](https://www.thanksben.com/employee-benefits-catalogue) 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 [[email protected]](mailto:[email protected]) 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_](http://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_](http://www.oysterhr.com/careers) _to view our available jobs we encourage you to submit a report through our_ [_Compliance and Ethics Helpline_](https://www.oysterhr.com/trust) _._
