Family Case Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee approximately 100 active cases from contract signing to final resolution.

• Act as the main point of contact for families.

• Manage ongoing inbound and outbound calls and texts throughout the workday.

• Assist families throughout the service process and foster trust.

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

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

• Maintain thorough and precise documentation across various systems.

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

• Work with teammates on coverage, escalations, urgent requirements, and case transitions.

• Anticipate future impacts and ensure seamless continuity of care.

⛳️ Requirements

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

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

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

• Capability to manage over 100 cases at once.

• Exceptional record-keeping and documentation skills.

• Proficient in written and spoken English.

• Comfortable handling communications primarily via phone and text.

• Highly accountable, proactive, organized, and tech-savvy.

• Ability to navigate multiple systems and prioritize tasks effectively.

• Reliable home office setup that meets technical requirements.

• Availability to work full-time, Monday to Friday, for 8-hour shifts during U.S. Pacific Time business hours.

• Fluency in Spanish is a plus but not mandatory.

🏝️ Benefits

• Paid time off (PTO).

• 10 paid holidays.

• Paid training.

• Fully remote work environment.

• Career development paths and opportunities aligned with the U.S. team.

• Investment in training and professional growth.

• Genuine feedback culture.

• No burnout culture.

• Meaningful work that makes a real difference.