Payroll Support Specialist

One platform, a whole world of opportunityRight 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+ countriesFeatured in Forbes 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 2023Our 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 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.Success MeasuresCustomer 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