Leave Success Lead: Escalations & Process Expert

Tilt; United States; Remote; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical coverage (100% for employees)

Dental coverage

Vision coverage

401k match

$50 monthly What Matters Most stipend

Flexible time off

Job summary

Tilt is seeking a Leave Success Team Lead to join our fully remote team. This is a senior, hands-on non-manager role focused on escalations, process excellence, and maintaining leave workflows across the pod.

You will be the trusted escalation point for peers, cross-functional partners, and external customers. Reporting to the Team Lead, you will own pod-level escalations, QA leave plans, and help scale SOPs while staying hands-on with active leaves.

Qualifications

• 1+ years of experience in leave administration.
• Experience solving complex problems.
• Comfortable supporting escalated situations via written and verbal communication.
• High attention to detail and habit of documenting learnings for the team.

Responsibilities

• Serve as the primary escalation point for pod-specific leave issues.
• Act as escalation POC on live escalation calls with CSMs as needed.
• Host regular pod office hours for real-time troubleshooting and knowledge sharing.
• Assist in creating, maintaining, and improving Leave Success SOPs for clarity and scalability.
• Review and update the SOP library quarterly; drive continuous improvement.
• Perform QA audits on leave plans for LSMI team members.
• Directly manage fewer than 150 active leaves to maintain fluency with processes.
• Serve as an initial contact for leave-related escalations from LSMs.
• Partner with the Team Manager to identify process gaps and training needs.

Skills

Leave administration

Problem solving

Written & verbal communication

Detail oriented

Organization

Job description

Tilt is seeking a Leave Success Team Lead to join our fully remote team. This is a senior, hands-on non-manager role focused on escalations, process excellence, and maintaining leave workflows across the pod.

You will be the trusted escalation point for peers, cross-functional partners, and external customers. Reporting to the Team Lead, you will own pod-level escalations, QA leave plans, and help scale SOPs while staying hands-on with active leaves.