Leave Support Team Manager

Tilt (check us out here) is looking for a Leave Support Team Manager to join our team and help us scale our business by ensuring we turn every customer into a raving fan.

Our Customer Experience Team

At Tilt, we believe people deserve better support during life's most important moments. We help companies care for their employees through thoughtful, compliant, and human-centered leave experiences. Our Leave Success team is at the center of that mission, combining empathy, operational excellence, and technology to support employees through some of life's biggest transitions.

Who are you?

The Leave Support Team Manager is responsible for leading and developing a pod of Leave Specialists (LSs), ensuring the team delivers high-quality, empathetic leave administration while achieving operational performance goals and service standards.

This role serves as the bridge between strategic leadership and daily execution, helping drive consistency, accountability, team development, and customer experience excellence across the Leave Success organization. The Leave Support Team Manager is both a people leader and an operational leader, coaching team members, managing escalations, supporting workflow execution, and reinforcing best practices across the pod.

The ideal candidate is an empathetic and adaptable leader who thrives in a fast-paced environment, enjoys developing people, and is passionate about delivering exceptional customer experiences.

Day-to-day, you will:

Team Leadership & Development Directly supervise and support a pod of Leave Specialists

• Conduct regular 1:1 meetings focused on coaching, development, feedback, and career growth
• Create an environment where team members feel supported, empowered, and accountable
• Support onboarding and ramp plans for new hires and contractors
• Lead through change while maintaining strong team morale and engagement
• Coordinate coverage plans for team member leave, PTO, and return-to-office schedules

Operational Excellence

• Own pod performance against operational SLAs, quality standards, and customer satisfaction metrics
• Ensure leave work, communications, and escalations are distributed appropriately across the team
• Monitor workload balancing and leave caseload distribution
• Reinforce adherence to SOPs, workflows, and compliance standards
• Support stabilization efforts for escalated customer situations and complex leave cases
• Partner cross-functionally with Customer Success, Operations, Implementation Product, and Compliance teams to improve processes and customer outcomes

Training & Enablement

• Reinforce training programs and ensure team adoption of new product features and workflows
• Identify knowledge gaps and provide feedback to improve future training curriculum
• Support ongoing education related to leave laws, compliance updates, and operational processes
• Draft and maintain internal process documentation and operational resources

Customer Experience & Continuous Improvement

• Serve as an escalation point for leave-related customer concerns
• Help drive operational improvements that enhance the employee and customer experience
• Advocate for tooling and workflow enhancements by channeling team feedback through established product prioritization processes
• Encourage thoughtful and responsible use of AI tools to improve communication quality and efficiency

Success Metrics

Success in this role is measured through:

• Team SLA adherence and operational performance
• Leave quality audit accuracy
• Customer satisfaction and employee experience scores
• Team engagement and retention
• Successful onboarding and ramping of new team members
• Adoption of new tools, workflows, and product enhancements

What We're Looking For

• Experience leading customer-facing operational and/or support teams
• Strong coaching and people development skills
• Exceptional communication and conflict resolution abilities
• Ability to navigate ambiguity and adapt quickly in evolving environments
• Strong organizational and prioritization skills
• Comfort managing escalations and balancing operational demands Experience working cross-functionally with Customer Success, Operations, Product, Implementation, or Compliance teams, Empathy, emotional intelligence, and a customer-first mindset
• Experience in leave management, HR technology, benefits administration, or related fields preferred

Virtues/Competencies

1. Health & Family First

• You balance work and personal life effectively
• You get things done at a pace consistent with the business needs
• You show up and are reliable
• You encourage others to put their health and family first

2. Autonomy + Team. Always

• You are highly organized and can manage multiple priorities and deadlines at once
• You are focused on scale and building - you understand that pace is equally as important as quality

3. Be Curious

• When you don't have all of the answers, you dig in and ask questions
• You don't let negative assumptions drive your actions and instead assume positive intent and find truth
• You are intentional in discovering the paths of self development Tilt has to offer and seek out opportunities to engage in professional growth

4. Love Our Customers

• You show empathy and compassion; you strive to meet people where they are to offer maximum support

5. Fearlessly Flexible

• You go with the flow and deal with (lots) of ambiguity
• You're not afraid to work without clear direction

Total Compensation

The projected annual salary range is $82K-86K USD plus stock options (ISOs), because we believe everyone should have some stake in our business.

Additional benefits include:

• Comprehensive medical, dental, and vision benefits paid at 100% for all employees and 50% for dependents.
• 401k + match (100% match on the first 3%, 50% match on the next 2%)
• $50 monthly to spend on "What Matters Most"
• Responsible Time Off - take what you need, when you need it!

More about our amazing Perks and Benefits can be found here!

Remote Work & Flexibility

We are a fully remote company. We are committed to being fearlessly flexible and ensuring that all employees are set up and have the autonomy to do their best work, as well as have the balance to care for their health, family and life outside of work. Overall, we trust our team and are focused on outcomes not outputs.

Equal Opportunity Employer

We celebrate and support our differences. We believe in the power of equality which is why we are an equal opportunity employer. Employment at Tilt is based solely on a person's merit and qualifications related to their professional competence. Tilt does not discriminate against any employee or applicant because of race, color, creed, religion, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, or any other basis protected by law. We comply with all applicable national, state, and local laws pertaining to nondiscrimination and equal opportunity.

So what do you say? Do you want to join our team?