Payroll Support Specialist (APAC)

About Oyster HR

Oyster is a global employment platform enabling companies to hire, pay, and care for talent anywhere. A certified B Corp valued at $1.2 billion, we have a fully-distributed team of 400+ employees across 60+ countries. Our mission is to create a more equal world by making it possible for companies everywhere to hire people anywhere.

The Role

The Payroll Support Specialist II serves as an experienced, autonomous professional who manages complex payroll and employment inquiries across multiple jurisdictions. You will apply advanced knowledge to troubleshoot, optimize workflows, and contribute to scaling internal support processes.

Key Responsibilities

• Ticket Ownership: Manage end-to-end resolution of complex or high-priority payroll support tickets for both customers and team members
• Cross-Functional Collaboration: Analyze recurring issues and partner with Payroll Operations, Finance, and Product teams to implement corrective actions
• Reporting & Insights: Create and maintain payroll reports (pay run summaries, variance tracking, SLA metrics) for management and stakeholders
• Knowledge Management: Maintain and improve internal knowledge articles, FAQs, and playbooks
• Escalation Management: Lead live or scheduled escalation calls with customers and internal stakeholders
• Process Improvement: Identify process gaps and propose scalable improvements

Requirements

• 3-4 years of payroll or global support experience within SaaS, EOR, or HR/payroll context
• Strong problem-solving skills; able to translate data and trends into process insights
• Proven experience managing escalation calls with customers and internal stakeholders
• Advanced understanding of payroll lifecycle and customer impact
• Skilled communicator, capable of simplifying complex topics for non-technical audiences
• Fluent English, written and verbal
• Reliable home internet connection

Benefits

• 40 days paid time off per year (including public holidays and vacation)
• Work from anywhere - fully remote, borderless company
• Mental health support via Plumm wellness service
• Monthly wellbeing allowance through ThanksBen
• Flexible parental leave - minimum 3 months paid, job held for 12 months
• WFH stipend for laptop and home office equipment
• Health insurance and equity

Location

This role is fully remote and requires you to be based in the APAC region (Philippines or India).