The best jobs are often restricted to a few wealthy cities, but talent exists everywhere. Oyster set out to change this by launching a global employment platform that enables companies to hire, pay, and support talent anywhere.
We’re proof that a strong, engaged culture doesn't require an office. Since January 2020, Oyster has:
🌏 Built a distributed team of 400+ across 60+ countries
👩💻 Featured in Forbes as #9 in FlexJobs Top 30 Companies for remote jobs
🌈 Formed a diverse leadership team and a workforce that’s 60% female
🏆 Earned top employee engagement scores
🦄 Raised $286 million; valued at $1.2 billion
💚 Achieved B Corp status in 2023
Our momentum shows the power of global employment, and we’re just getting started! If you want to help us drive change and work remotely, 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 APAC region.
The RoleThe 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 ResponsibilitiesTicket 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.
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.
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.
Reliable home internet connection (or ability to obtain one).
Fluent English, written and verbal.
Self-driven, collaborative, and proactive mindset.
Our values guide the work we do, the decisions we make, and the culture that makes us special. We make it happen. We drive change. We build and give trust, and we are a united team.
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 share our practices in the Oyster Public HQ to help other global teams learn from our experiences.
How YOU workWith diverse locations, cultures, and needs, we created How YOU Work; a program supporting your whole human experience at Oyster:
Work from anywhere: Oyster has no borders or HQ. As long as work is timely, your team is supported, and you're authorized to work where you live, you can work from anywhere.
Paid time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
Mental health support: Access Plumm, our mental well-being service.
Wellbeing allowance: Each month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide range of options; see the benefits catalogue for ideas.
Flexible parental leave: All new parents are eligible for at least three months’ paid leave, with job protection for up to 12 months or as required locally.
WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.
We embrace diverse perspectives and intentionally build our product and company with an inclusive, global mindset. We encourage you to apply, even if you don’t meet every criterion, and are committed to a trust-based, thriving environment.
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] with the subject line: Interview Accommodations.
Our available positions are on our careers page. Our team will only contact you from an @oysterhr.com email, and we will never ask for money as part of an interview process or job offer. If you receive a suspicious email about Oyster jobs or are directed to a site other than www.oysterhr.com/careers, please report it via our Compliance and Ethics Helpline.
