Overview

As a member of the Leave Success Team you will have a few years of experience in a customer-facing role, preferably in the healthcare or human resources industry, and a passion for helping people when it matters most. You are highly organized and thrive in an environment where your ability to empathize, research, and serve others is celebrated.

Day in the Life

• Managing the lifecycle of employees on leave through the customer's software and various support channels

• Providing troubleshooting support for employees and their managers

• Partnering with internal experts to serve as a resource for employees on leave - answering questions around U.S. state and federal leave laws, state paid family and medical programs, healthcare providers, insurance carriers, and company policies

• Advocating for the customer internally by working across multiple departments

• Ongoing development of your platform and industry knowledge around leave management and compliance

• Collaborating with each account’s Customer Success Manager (CSM) to help prove value to our stakeholders

• Communicating directly with regulatory agencies, healthcare and insurance providers, and other third parties if/when necessary

Must Haves:

• 1-2 years of experience in a customer success or support role in a heavily regulated organization or complex subject matter – like human resources, healthcare, or law

• Passion for helping people solve their problems and navigate abstract regulations

• Ability to research policies and compliance literature – interpreting and translating knowledge to a non-policy savvy audience

• Clear, articulate, and empathetic communication style – you deliver your message with respect, confidence, and compassion

• Thrive in a fast paced environment, embrace technology and enjoy learning new tools and are able to easily change gears and switch between multiple platforms to get the job done

• Naturally self-directed, organized, and resourceful with the ability to multitask, managing and switching priorities as needed

• You thrive in a collaborative environment where diversity and inclusion is celebrated

Preferred Skills:

• Experience working in a remote environment

• You have experience working with a startup and/or with a B2B SaaS business

• You’re familiar with the leave compliance space

Competencies

• Health & Family First

  • You've proven to be able to integrate all aspects of your life in a way that produces excellent work and ensures you care for what matters most in your life

  • You get things done at a pace consistent with the business needs

  • You consistently show up prepared, dependable and follow through on commitments

• 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

• 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

• Love Our Customers

  • You lead with empathy and compassion, meeting customers where they are and supporting them with intention and care

  • You take the time to deeply understand customers’ needs, goals, and challenges, not just the task at hand

  • You communicate openly and honestly, even when conversations are difficult

• Fearlessly Flexible

  • You embrace change and navigate ambiguity with confidence and curiosity

  • You take initiative and make progress even when direction isn’t fully defined

Pay Rate: $24/hour

Start Date: ASAP!

Schedule: 8am - 5pm | Monday - Friday in US timezone
Training: 4-6 weeks | Monday-Friday 10am-7pm MST
Equipment is provided!

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Locations not eligible: 

• OCONUS - EU Countries

• California

• District of Columbia

• Illinois

• Montana

• Rhode Island