Payroll Support Specialist

November 20

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Oyster

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B2B • HR Tech • SaaS

Oyster® is an automated global employment platform that simplifies the process of hiring and managing international talent. With coverage in 180+ countries, Oyster provides solutions for global payroll, compliance, employee benefits, and talent mobility, allowing companies to onboard and manage both full-time employees and contractors efficiently. By leveraging deep local knowledge and expert guidance, Oyster helps businesses navigate the complexities of international hiring and scaling their workforce globally.

501 - 1000 employees

Founded 2020

🤝 B2B

👥 HR Tech

☁️ SaaS

📋 Description

• 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.

🎯 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. • Reliable home internet connection (or ability to obtain one). • Fluent English, written and verbal. • Self-driven, collaborative, and proactive mindset.

🏖️ Benefits

• 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!