Customer Success Lead

hace 6 días


Buenos Aires, Argentina Oyster HR A tiempo completo

**A little about us**:
Oyster is on a mission to create a more equal world by making it possible for companies everywhere to hire people anywhere.

In 2021, we grew rapidly, raising over $70 million in both Series A and Series B rounds and increasing our team size by nearly 10x. And we're just getting started

As a fully distributed startup, we've built an incredibly strong leadership team and employee base across 50+ countries (and counting). We embrace asynchronous communication and collaborative work. We live on our platform, and we're passionate about improving our product every day.

Hiring people internationally is complicated - engineering, legal, finance, operations, and HR processes all interact to make it happen. We'd like to find people who think this is as interesting a challenge as we do.

We're an inclusive and diverse workplace, and welcome applicants from marginalized groups - the world over.

**The Role ‍**:
**Location**: Anywhere in the world within timezone 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 Success Leads to help us deliver a fantastic experience to our growing number of Customers. You will be part of the frontline of our business and interact with customers every day.

You will be working in our Customer Operations Team who are responsible for the customer experience at Oyster, part of the Operations team and working closely with our Sales and Product teams.

You will manage a team of 6-10 FTE who are the face and voice of Oyster to our customers when they need support or extra guidance to use the Oyster platform. The support provided by your team could relate to any aspect of employing a Team Member through Oyster and will involve working both internally and with our local partners to make the customer experience delightful

**What you'll do...**:

- You will be a **People manager to your pod **who are supporting onboarding, which includes regular 121s to review workload and performance, providing support to your team and agreeing team and individual KPIs to underpin their personal development;
- **Work with the new business Sales team** to ensure new Customer/Team Member information is handed over in the agreed formats to set CS up for success;
- **Own** **allocations** of new work requests and, working with the Customer Operations Director and Service Excellence, creating an allocation method based on factors such as capacity, skillset, urgency;
- **Own** **escalations** from Customer and Team Members through guidance to the team or providing an escalation point to the customer;
- **Monitor** **quality **of hiring using cSAT and eSAT metrics and **speed** of hiring using Time to Hire (TTH) and proactively report to the team and management, and **own plans to form lasting relationships with, and continually delight, our customers**;
- Work with Customer Operations Director to review **capacity against demand **and agree related hiring plans, as well as participate in the hiring process;
- **Motivate your team** to be the employment sherpas who guide customers along the right path

**What we're looking for**:

- 5+ years of people management in a fast-paced, customer facing environment, ideally in Customer Success supporting a SaaS platform;
- Significant experience of owning customer satisfaction and retention metrics (e.g. cSAT, NPS) where these were both actively monitored and improved;
- Appreciation for how quality processes, knowledge sharing and continual improvement practices can be used underpin a consistently delightful experience for the customer;
- A strong understanding of the importance of a human centric approach to customer success, while still focusing on scale and efficiency;
- Ability to form lasting relationships with both external customers and internal stakeholders;
- Proven to be autonomous, professional and empathic in approach, with high levels of motivation;
- Comfortable with a high pace work environment;
- 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
- Based on Earth

**Attributes that are **not required** (but are a bonus)**:

- Experience of the HR industry and employment practices in more than 1 country;
- Spreadsheet skills;
- 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.

**Working at Oyster ❤️**:
Check out our public notion pages to find out more about what it's like to work at Oyster:

- Welcome to Oyster
- Mission, Vision, Values at Oyster
- Why Oyster is a Distributed Company
- How We Wor



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