​Leave Success Manager Lead

Leave Success Manager Lead

Salary, Exempt - Remote (USA)

Tilt is looking for a Leave Success Manager Lead (LSM Lead) who will work directly with a team of about seven Leave Success Managers (LSM) to provide our customers with unparalleled positive leave experiences, through support, education, training and mentorship of your team. You will work collaboratively with other leads within customer success and leave success and cross-functionally across the organization to help make the experience we provide to our customers and their employees the best it can be. As a people manager, you will be directly involved in employee development and performance management for the members of your pod.

As an LSM Lead, you will be responsible for developing and facilitating training to new and existing LSMs, providing support during escalations and overall support to your LSM pod. As a seasoned customer service professional, you lead by example in demonstrating empathy to both our internal (employee) and external customers. If you have a passion for helping people when it matters most (at work and/or while on leave), then this is the role for you!

Responsibilities:

• Managing the day to day activities of Leave Success Managers to ensure customers are experiencing unparalleled leave experiences
• Serving as a main point of escalation for LSMs as they navigate supporting employees with questions and issues related to state and federal regulations, healthcare providers, and insurance carriers
• Supports LSM time away by serving as the primary backup for HR, payroll, and employee needs.
• Developing and conducting ongoing education to the team on the Tilt platform allowing LSMs to provide high-quality leave experiences
• Supporting LSMs through their own employee and career development via regular 1 to 1s, creating space for feedback (positive and constructive) so that everyone is empowered to do their best work
• Creating and maintaining comprehensive internal documentation for systems and processes.
• Partnering with the the customer operations team to develop customer facing documentation along the way
• Collaborating with fellow leaders to ensure a seamless customer experience from initial implementation through launch and ongoing renewals, fostering alignment across teams and maintaining a high standard of service delivery
• Working cross-functionally with the product team to help advocate for feature enhancements that improve efficiency for our internal teams and the experience of our customers and employees
• Supporting in and recruiting top talent during Tilt’s high growth phase and based on business needs
• Ensuring every Leave Success Manager meets quality expectations and standards during each leave case

You’re a great fit if:

• You have seasoned experience in a leave support role working directly with customers
• You have managed a team of individual contributors and and been held accountable for their performance
• You have a history and passion for leading people and serving as an advocate for your team
• You are highly organized and can prioritize having multiple tasks at a time
• You are comfortable confronting conflict when necessary
• You have a passion for helping people solve their problems and navigate tricky state and federal regulations
• You have the ability to research policies and compliance literature and then interpreting and translating that knowledge to a non-policy savvy audience
• You have amazing written and verbal communication skills - you are clear, articulate, and empathetic and you deliver your message with respect, confidence, and compassion
• You are naturally self-directed, organized, and resourceful with the ability to multitask, managing and switching priorities as needed; being fearlessly flexible is a must!
• You thrive in a collaborative environment, but you’re also a self starter and take a proactive approach to your work

Considerations for internal hires:

• You have discussed with your manager that you are interested in a new role at Tilt and let them know you will be applying.
• Your current role is being performed at a satisfactory level, you are meeting your goals and are exhibiting our Tilt virtues in your day to day work.
• You must meet minimum experience, skill and qualifications for the position you are applying to.

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 $80,000-90,000 USD plus stock options (ISOs), because we believe everyone should have some stake in our business. We are people-first and this ain’t some PR jazz, we truly give a damn about our peeps!

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%)

$100 monthly to spend on “What Matters Most”

Responsible Time Off - take what you need, when you need it!

More about Tilt

Tilt’s mission is big: make leave not suck. We are building a product that makes it easy for people to switch between work and life. If you join us, you’ll be part of a fearless band of humans helping employers balance empathy with economics. We’re changing the status quo and it’s hard. You should know that now. You should also know that joining Tilt means the opportunity to be a change-maker. We’re thinkers, doers, revolutionaries, dreamers, get shit done-ers, and bold enough to tackle a really complex space.

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.

You must be authorized to work in the US.

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