Family Case Manager

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Oversee around 100 active cases throughout the entire client lifecycle, from contract signing to final resolution.

• Act as the main point of contact through ongoing inbound and outbound communications via calls and texts.

• Support families at each stage, fostering trust and providing an outstanding client experience.

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

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

• Maintain precise and detailed case documentation across various systems.

• Utilize HubSpot, Aircall, Slack, GSuite, and the internal case management system to establish context and manage workflows effectively.

• Work together with colleagues on coverage, escalations, urgent case requirements, and continuity of care.

• Ensure seamless case transitions and anticipate potential downstream effects.

⛳️ Requirements

• Minimum of 2 years of experience in managing customer cases or clients from initiation to completion.

• Background in case management, customer success, operations, or team leadership.

• Proven experience in handling complex situations, managing escalations, and providing direct customer support.

• Capability to manage over 100 cases simultaneously.

• Exceptional attention to detail in record-keeping and documentation.

• Proficient in written and spoken English.

• Comfortable with phone and text communications for a significant portion of the workday.

• Highly accountable and proactive in approach.

• Strong creative problem-solving abilities.

• Technologically adept and well-organized.

• Ability to navigate multiple systems and prioritize tasks effectively on a daily basis.

• Home office setup that meets the technical requirements for the role.

• Dependable setup with availability to work Monday to Friday during US Pacific Time business hours over the long term.

🏝️ Benefits

• Paid time off (PTO).

• 10 paid holidays.

• Paid training opportunities.

• Fully remote work environment.

• Career advancement paths and growth opportunities.

• Regular one-on-ones and check-ins similar to the U.S. team.

• Competitive compensation with significant earning potential.

• Top performers consistently receive the full bonuses.

• No burnout culture.

• Meaningful work that makes a real difference.