Family Case Manager – LATAM

This is a fully remote position, open to applicants in Ecuador, +5 more countries.

📋 Description

• Oversee around 100 simultaneous family cases from the signing of contracts to final resolution.

• Act as the main point of contact through both incoming and outgoing calls and text messages.

• Assist families throughout the service process while establishing trust.

• Organize transportation, handle documentation, schedule cremation, and manage the return of ashes.

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

• Keep precise documentation across all platforms.

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

• Provide support to colleagues with coverage, escalations, and urgent case requirements.

• Facilitate seamless case transitions and foresee downstream effects.

⛳️ Requirements

• Minimum of 2 years managing a caseload or portfolio of accounts from start to finish.

• Proficient in both written and verbal English.

• Capable of handling over 100 cases concurrently.

• Exceptional record-keeping and documentation skills.

• Effective, calm communicator comfortable with phone and text interactions for most of the workday.

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

• Proficient in navigating multiple systems and prioritizing tasks.

• Home office setup with dependable internet and a quiet, comfortable work environment.

• Regular 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.

• Experience in environments focused on empathy and execution is advantageous.

🏝️ Benefits

• Competitive base salary adjusted to global benchmarks.

• Full bonuses available for high achievers.

• Paid Time Off (PTO).

• 10 paid holidays annually.

• Compensation for training sessions.

• Fully remote work opportunity.

• Opportunities for training and career advancement.

• Equitable career paths and opportunities in alignment with the U.S. team.

• Commitment to a culture that prevents burnout.