Remote Leave Support Team Manager

TiLT; Denver (CO); On-site; USD 82,000 - 86,000; Full time

Benefits offered by this job

Stock options (ISOs)

Remote work

Health, dental, and vision benefits

401k match

What Matters Most stipend

Job summary

Tilt is seeking a Leave Support Team Manager to lead a pod of Leave Specialists, delivering empathetic leave administration while meeting service and performance goals. This role bridges strategy and daily execution to uphold consistency, accountability, and excellent customer experiences across the Leave Success organization.

You will supervise, coach, onboard, and coordinate coverage; partner with Customer Success, Operations, Product, and Compliance; drive training and SOP adherence, and

Qualifications

• 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 and customer-first mindset.
• 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.
• 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.

Skills

People leadership

Coaching

Cross-functional collaboration

Communication

Conflict resolution

Organizational skills

Ambiguity tolerance

Customer-facing experience

Empathy

Job description

Tilt is seeking a Leave Support Team Manager to lead a pod of Leave Specialists, delivering empathetic leave administration while meeting service and performance goals. This role bridges strategy and daily execution to uphold consistency, accountability, and excellent customer experiences across the Leave Success organization.

You will supervise, coach, onboard, and coordinate coverage; partner with Customer Success, Operations, Product, and Compliance; drive training and SOP adherence, and