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 TeamAt 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 WillTeam Leadership & Development Directly supervise and support a pod of Leave SpecialistsConduct regular 1:1 meetings focused on coaching, development, feedback, and career growthCreate an environment where team members feel supported, empowered, and accountableSupport onboarding and ramp plans for new hires and contractorsLead through change while maintaining strong team morale and engagementCoordinate coverage plans for team member leave, PTO, and return-to-office schedulesOperational ExcellenceOwn pod performance against operational SLAs, quality standards, and customer satisfaction metricsEnsure leave work, communications, and escalations are distributed appropriately across the teamMonitor workload balancing and leave caseload distributionReinforce adherence to SOPs, workflows, and compliance standardsSupport stabilization efforts for escalated customer situations and complex leave casesPartner cross-functionally with Customer Success, Operations, Implementation Product, and Compliance teams to improve processes and customer outcomesTraining & EnablementReinforce training programs and ensure team adoption of new product features and workflowsIdentify knowledge gaps and provide feedback to improve future training curriculumSupport ongoing education related to leave laws, compliance updates, and operational processesDraft and maintain internal process documentation and operational resourcesCustomer Experience & Continuous ImprovementServe as an escalation point for leave-related customer concernsHelp drive operational improvements that enhance the employee and customer experienceAdvocate for tooling and workflow enhancements by channeling team feedback through established product prioritization processesEncourage thoughtful and responsible use of AI tools to improve communication quality and efficiencySuccess MetricsSuccess In This Role Is Measured ThroughTeam SLA adherence and operational performanceLeave quality audit accuracyCustomer satisfaction and employee experience scoresTeam engagement and retentionSuccessful onboarding and ramping of new team membersAdoption of new tools, workflows, and product enhancementsWhat We’re Looking ForExperience leading customer-facing operational and/or support teamsStrong coaching and people development skillsExceptional communication and conflict resolution abilitiesAbility to navigate ambiguity and adapt quickly in evolving environmentsStrong organizational and prioritization skillsComfort 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 mindsetExperience in leave management, HR technology, benefits administration, or related fields preferredVirtues/Competencies Health & Family FirstYou 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 Autonomy + Team. AlwaysYou are highly organized and can manage multiple priorities and deadlines at onceYou are focused on scale and building - you understand that pace is equally as important as quality Be CuriousWhen 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 Love Our CustomersYou show empathy and compassion; you strive to meet people where they are to offer maximum support Fearlessly FlexibleYou go with the flow and deal with (lots) of ambiguity You’re not afraid to work without clear directionTotal CompensationThe 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 IncludeComprehensive 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 & FlexibilityWe 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 EmployerWe 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?