Customer Support Specialist

**✨ 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 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 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**:Anywhere in the world within time zones GMT +/-5h or PDT +/-5h. While this position is posted in a specific location, all of Oyster's positions are fully remote and you can work from home. Forever.

Oyster is growing fast, and we are looking for **Customer Support Specialists** to join our **Care business unit**, to help us deliver a fantastic support experience to our growing number of customers. You will be part of the Care frontline team of our business and someone who our customers interact with day to day.

The Care team handles all requests that affect customer and team member contracts (e.g. salary or role change), benefits-related requests (e.g. benefits enrollment, statutory benefits), platform and account changes (e.g. update banking details, add super admin), attendance management (e.g. timesheets approvals) as well as any sensitive HR matters.

**What you'll do**:

- You will be the face and voice of Oyster to our Customers and their Team Members when they need support or extra guidance to use the Oyster platform and services that relate to our Care business unit;
- Working with support colleagues, HR, finance, and legal experts to resolve queries and then sharing your knowledge with the whole customer-facing team
- Using support ticketing platforms (Zendesk) and knowledge-centered support principles to enhance the service experience, both internally and externally whilst providing a human-centric experience
- Maintaining and helping to develop our self-service tools so that we can help the customer help themselves as much as possible

**What we're looking for**:

- 2-3 years of hands-on customer support at a SaaS business
- Experience in a support or administration role in an HR or People function
- Experience with using a support platform, preferably Zendesk
- An empathic and human-centered approach to supporting customers; you always want to go the extra mile to ensure that the customer is happy and they feel supported
- Passionate about creating and sharing knowledge to build a fantastic support experience for your colleagues and our customers
- First-class attention to detail and reasoning with extreme organization and a proven work ethic
- Comfortable with a high pace work environment and changing customer priorities
- 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

**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 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