Leave Support Team Manager
About The Position
Tilt is looking for a Leave Support Team Manager to join their team and help scale the business by ensuring customers are highly satisfied. The Customer Experience Team at Tilt believes people deserve better support during life’s most important moments, helping companies care for their employees through thoughtful, compliant, and human-centered leave experiences. The Leave Success team is central to this mission, combining empathy, operational excellence, and technology to support employees through major life transitions. 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 acts as a bridge between strategic leadership and daily execution, driving consistency, accountability, team development, and customer experience excellence across the Leave Success organization. The manager is both a people and operational leader, coaching team members, managing escalations, supporting workflow execution, and reinforcing best practices within 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.
Requirements
- 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
Nice To Haves
- Experience in leave management, HR technology, benefits administration, or related fields preferred
Responsibilities
- 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
- 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
- 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
- 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
Benefits
- Stock options (ISOs)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
