Sparrow - TrySparrow.com, Inc.

Role Description As a Leave Specialist, you will be the primary contact for employees of companies we service and will manage a leave of absence from start to finish. You will also play a critical role of supporting your peers and Sparrow team members. What your day to day will look like: - Manage a portfolio of leave of absences, short-term and long-term leaves, from inception to completion for employees in the US and Canada across multiple companies using established Leave of Absence processes. - Maintain ongoing knowledge of State, Federal, and an array of Company leave policies, including FMLA and ADA, short-term and long-term disability plans. You’ll be responsible for ensuring employees are aware of their responsibilities and reviewing eligibility, certification, and benefits. - Communicate directly with third parties when necessary, preserving the confidentiality of employee medical documentation and files. - Interface and collaborate comfortably with a variety of key stakeholders to maintain relationships, including employees, HR, payroll teams, managers, HR Business Partners, through various methods of communication (phone, email). - Maintain complete and accurate internal records of leave requests and documentation of best practices. - Partner with our internal payroll teams to ensure employees are paid accurately and on time. Includes building, analyzing, and communicating clear payroll information to employees and HR teams. - Partner with our internal claims management team to file and manage claim filings with states and private disability insurance providers. - Use a combination of tools to manage, communicate and update all stages of a leave. - Work with the Customer Experience department to ensure a consistent level of service, utilizing resources and adapting to process improvements to enhance employee and employer experiences. Maintain key metrics, including Service Level Agreements and Customer Satisfaction. - Actively participate in team meetings providing feedback, solutions and suggestions. Qualifications - Strong collaboration and communication skills that allow you to interact comfortably with internal cross-functional teams, and customers. - You excel in active listening, empathy, and approachability. - Be comfortable moving between multiple tasks in a quick succession. - Be adaptable to process and product improvements in a growing start-up. - Able to utilize resources to identify answers to common employee or employer questions about the leave process. - Maintains internal systems and processes. - Demonstrates strong customer service skills. Represents the company voice with customers, listens empathetically to understand customer needs and provides impactful solutions. - Understand and interpret basic payroll calculations with the ability to break down these calculations in an easy to understand manner. Requirements - Superior organization skills and detail-oriented. - Outstanding verbal and written communication skills. - Clear, empathetic communicator able to balance rapport and problem solving. Comfortable communicating through email, chat, and phone calls. - Remarkable degree of empathy and interpersonal intuition, and strong, active listening skills. More than 2 years of client-facing experience where relationship-building is valued. - Highly self-directed, adaptable, and up for feedback and implementation in a fast paced, always changing environment. - Proactive. Always anticipating what might come next and how better to support the Leave Specialist team. - Systems-oriented. Always thinking of how you can improve processes to make the team even more efficient. - Trustworthy. You act with discretion and can be trusted to handle confidential information appropriately. - Relentlessly Optimistic. You believe in and work for the possibility of change and are unyielded by uncertainty and roadblocks. - Empathetic. You lead with empathy, and understand each situation from our customers perspective and approach with compassion. Compensation This is a full-time hourly, non-exempt position. Compensation ranges from $22.25 to $27.50 per hour and is based on your legal state of residence. Benefits Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company.

• Foster collaboration with external administrative counterparts. • Manage the flow of necessary leave paperwork. • Document and convey all claim escalations. • Thrive in a fast-paced environment. • Maintain and optimize internal systems and processes. • Stay informed about new state programs and processes.

• Own end-to-end design for product features and workflows—from discovery to flows, UI, interaction details, and shipped outcomes. • Design for operational complexity: create experiences that handle edge cases, regulatory nuance, and real-world processes without overwhelming users. • Work across multiple personas: understand user goals and context, and design experiences that feel cohesive across different users and levels of expertise. • Partner closely with Product & Engineering to clarify problems, explore solutions, define scope, and ship high-quality work quickly. • Use research and data pragmatically: run scrappy discovery (interviews, workflow mapping, prototype tests), synthesize insights, and iterate. • Contribute to design quality and consistency: apply and help evolve design patterns and systems that enable speed and coherence. • Communicate clearly: share rationale, tradeoffs, and decisions to build alignment across the EPD team.

• Own full-cycle recruiting for roles within Sales, Marketing, Customer Experience, RevOps, Partnerships, and more with the ability to flex into technical roles as needed (Engineering, Product). • Partner with hiring managers to define role requirements, hiring strategies, and refine interview processes while adhering to Sparrow’s standardized procedures. • Proactively source and engage high-quality candidates through outbound sourcing, referrals, and talent networks. • Build and maintain strong pipelines for current and future hiring needs. • Drive a best-in-class candidate experience from initial outreach through offer close. • Track and analyze recruiting metrics to continuously improve processes and outcomes. • Collaborate with People and Leadership teams on recruiting initiatives and talent strategy.

• Provide internal support for our leave specialists with leave and payroll calculations: • Work with the leave specialists by preparing customized and personalized payroll plans and payroll reconciliations for our customers’ payroll teams. • Act responsively, accurately, and with attention to customers’ payroll deadlines. • Ensure correct personalized payroll plans are calculated on the Sparrow dashboard. • Interface and collaborate comfortably with a variety of key parties including: leave specialists, sales and marketing, and engineering teams through various channels (instant message, email, video chat). • Effectively collaborate with our customers’ payroll teams to ensure they love Sparrow: • Work with onboarding specialists to understand our customers’ payroll needs. • Assist with the setup of customized personalized payroll plans, payroll schedules, and payroll workflows. • Share best practices for leave payroll when needed. • In collaboration with the Sparrow team, build a better product: • Collect and share product feedback. • Identify improvements in payroll calculations software and services. • Provide input on payroll system integrations. • Implement process improvements to resolve inefficiencies and address customer pain points.

• Work with the CEO to understand her highest-impact priorities and ensure her time is aligned accordingly • Help keep Sparrow moving at high velocity by enabling faster decision-making and delegation • Partner with the CEO to action-plan how key initiatives and tasks will be completed • Manage a complex and fast-moving calendar, ensuring meetings are purposeful, prioritized, and sequenced effectively • Own inbox management, including tagging, drafting emails in the CEO’s voice, and independently handling communications such as event registrations or account setup • Ensure written communication is clear, thoughtful, and tailored to the reader’s perspective • Track CEO-dependent projects, decisions, and action items across the executive team • Provide visibility to relevant stakeholders on status, dependencies, and next steps • Create and continuously improve processes that increase executive and organizational efficiency • Maintain the CEO’s personal calendar and ensure it is coordinated with work commitments • Schedule personal appointments while avoiding conflicts with professional priorities • Partner with the CEO to build systems that make her personal life more efficient (e.g., meal planning, wardrobe management, recurring life admin)

• Take ownership of large ambiguous problem domains (e.g. major areas of the product roadmap, complex technical integrations, unexplored areas) and help chart our course in these areas; • Partner closely with company leadership and cross-functional teams to define our product and engineering roadmaps; • Build and ship new features and products to improve the user experience for employees and employers; • Apply software to streamline our internal processes and enable us to scale more efficiently; • Invest in our engineering health and processes and ensure we are building sustainably and securely; • Provide mentorship and support to other engineers on the team.

• Serve as a trusted advisor to HR professionals and channel partners. • Drive revenue by mastering the value deck presentation. • Leverage the best sales tech stack to close business.

• Develop and launch innovative programs that incentivize and empower partners to effectively sell and support Sparrow's product. • Create resources, training, and tools that enable channel partners to better represent and sell Sparrow’s offerings. • Drive the adoption of these partnerships, ensuring we’re meeting the expectations of the program and achieving shared revenue goals. • Nurture and build long-term relationships with key brokers, consultants, and other influential channel partners to drive awareness and adoption of Sparrow’s services. • Serve as the primary point of contact for high-value strategic partners, ensuring open lines of communication and mutual growth. • Identify and secure new strategic growth partnerships that will expand Sparrow’s reach and presence in the marketplace. • Collaborate with the leadership team to define and implement strategies for national expansion through channel partners. • Work with cross-functional teams to identify opportunities for product and service enhancements based on partner feedback and market needs. • Set and track performance metrics to evaluate the success of channel initiatives, ensuring alignment with Sparrow’s overall sales and growth objectives.

• Partner closely with other members of the engineering team to define, scope and execute on product requirements and team-level goals; • Build and ship new features and enhancements to improve the user experience for employees and employers; • Participate and invest in our engineering health and processes to ensure we are building sustainably and securely; • Communicate effectively on progress and get unstuck when needed