Family Case Manager (Remote)

About the role

A remote, full-time Family Case Manager is needed to guide families through the end-of-life service lifecycle, from contract signature to the safe return of ashes. The role manages a high-volume book of around 100 concurrent cases and acts as the main point of contact, coordinating transportation, documentation, cremation scheduling and ashes return with internal teams and vendors. The position is open to candidates in Chile, Colombia, Dominican Republic, Ecuador, El Salvador and Mexico.

Key responsibilities

• Manage a high-volume book of business and oversee the full client life cycle from contract signature to final resolution.
• Handle continuous inbound and outbound calls and texts throughout the day with empathy, clarity and professionalism.
• Build trust and rapport with families while keeping them informed at every step.
• Own key milestones such as transportation, documentation, cremation scheduling and ashes return, working with internal teams and vendors.
• Keep documentation meticulous and update all systems promptly and accurately.
• Navigate HubSpot, Aircall, Slack, GSuite and the internal case management system to triage work and solve problems.
• Support teammates with coverage, escalations and urgent cases, and ensure smooth case handoffs.

Required profile

• 2+ years owning a caseload or book of accounts end-to-end (case management, patient or client coordination, claims handling or similar).
• Strong written and spoken English.
• Ability to manage 100+ cases at once while staying meticulous with records.
• Comfortable spending most of the day communicating by phone and text.
• Accountable, proactive and a creative problem solver.
• Home setup that supports the work.
• Bonus points: experience where empathy and execution mattered, Spanish fluency.

Required skills

• HubSpot (CRM)
• Aircall
• Slack
• GSuite
• Case management system

What we offer

• Pay of $7-$14 per hour, depending on performance, experience and location.
• Full-time, 8-hour day shift Monday to Friday, 8 a.m.-4:30 p.m. Pacific Time, with a 30-minute lunch break.
• PTO, 10 paid holidays, paid training and fully remote work.