Family Case Manager

• Manage approximately 100 concurrent cases through the full client lifecycle, from contract signature to final resolution
• Serve as the primary point of contact through continuous inbound and outbound calls and texts
• Guide families through each step while building trust and delivering an exceptional client experience
• Coordinate transportation, documentation, cremation scheduling, and ashes return
• Partner with internal teams and vendors to keep cases moving
• Maintain meticulous and accurate case documentation across systems
• Use HubSpot, Aircall, Slack, GSuite, and the internal case management system to build context and triage workflows
• Collaborate with teammates on coverage, escalations, urgent case needs, and continuity of care
• Ensure smooth case handoffs and anticipate downstream impacts

• 2+ years of experience managing customers or cases from start to finish
• Experience in case management, customer success, operations, or team leadership
• Experience owning complex situations, resolving escalations, and supporting customers directly
• Ability to manage 100+ cases simultaneously
• Meticulous record-keeping and documentation
• Strong written and spoken English
• Comfortable managing communications via phone and text for most of the workday
• Highly accountable and proactive
• Creative problem-solving skills
• Tech-savvy and highly organized
• Ability to work across multiple systems and triage daily priorities
• Home setup that supports the work tech requirements
• Reliable setup and ability to work Monday–Friday during US Pacific Time business hours long-term

• PTO
• 10 paid holidays
• Paid training
• Fully remote
• Career paths and growth opportunities
• Same 1:1s and check-ins as the U.S. team
• Fair compensation with real upside
• Top performers consistently earn the full bonuses
• No burnout culture
• Purpose-driven work with real impact