Answer inbound inquiries via email, chat, or support portal promptly and professionally. Troubleshoot issues related to Oyster’s platform features (onboarding, payments, contractor/employee management). Provide accurate, helpful guidance based on company policies and product knowledge. Reproduce issues when needed and escalate to engineering/product teams with clear documentation. Maintain and update self-help articles, guides, and internal playbooks. Help ensure support documentation stays current with product releases. Act as the voice of the customer internally — share feedback to improve experience. Follow through until customer issues are fully resolved. Meet or exceed customer support KPIs. Log tickets accurately, tag issues, and update statuses in support systems. Help conduct quality reviews and suggest improvements. Assist onboarding or success teams with complex cases where needed. Stay up to date on product updates, new features, and HR/legal compliance topics relevant to international employment. Attend training sessions and share insights with teammates.