Family Case Manager

This is a fully remote position, open to applicants in Jamaica, +3 more countries.

📋 Description

• Guide families through the complete service lifecycle at Meadow, from contract signing to the safe return of ashes.

• Manage a high-volume portfolio of around 100 concurrent cases.

• Act as the main point of contact for families.

• Handle ongoing inbound and outbound calls and texts with empathy, clarity, and professionalism.

• Foster trust, rapport, and deliver an exceptional client experience.

• Coordinate transportation, documentation, cremation scheduling, and the return of ashes.

• Collaborate with internal teams and vendors to ensure cases progress smoothly.

• Maintain precise and timely documentation across all systems.

• Navigate HubSpot, Aircall, Slack, GSuite, and the internal case management system.

• Manage daily workflows and efficiently resolve issues.

• Work together on coverage, escalations, urgent case needs, and seamless case transitions.

• Anticipate downstream effects and ensure continuity of care.

⛳️ Requirements

• Over 2 years of experience managing a caseload or book of accounts from start to finish.

• Proficient in both written and spoken English.

• Capability to oversee 100+ cases at the same time.

• Detail-oriented in record-keeping and documentation.

• Clear and composed communication skills, comfortable managing phone and text communications for most of the workday.

• High level of accountability, proactive ownership, and innovative problem-solving abilities.

• Tech-savvy and highly organized, able to navigate multiple systems and prioritize effectively.

• Motivated by Meadow’s mission.

• Home office setup that supports remote work, including reliable internet and a quiet, comfortable environment.

• Consistent availability from Monday to Friday, 8:00 a.m. to 4:30 p.m. Pacific Time.

• Fluency in Spanish is a plus, but not mandatory.

🏝️ Benefits

• Paid time off (PTO).

• 10 paid holidays.

• Paid training.

• Fully remote work environment.

• Career paths and opportunities comparable to the U.S. team.

• Investment in training and growth.

• Honest feedback culture.

• No-burnout work environment.

• Purpose-driven work that makes a real impact.

• Base pay that is globally benchmarked.

• Bonuses for top performers.