Family Case Manager (Remote, LATAM)

About the role

Meadow, a cremation provider, is hiring Family Case Managers to guide families through its service lifecycle, from contract signature to the return of ashes. The role takes ownership of a high-volume book of around 100 concurrent cases and acts as the main point of contact, coordinating with internal teams on transportation, documentation, cremation scheduling and ashes return. It is remote, full-time and open to candidates based anywhere in Latin America.

Key responsibilities

• Manage a high-volume book of cases, overseeing the client journey from contract signature to final resolution.
• Handle continuous inbound and outbound calls and texts throughout the day with empathy and professionalism.
• 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.
• Collaborate with teammates on coverage, escalations and urgent cases, and ensure smooth handoffs.

Required profile

• 2+ years of experience managing customers or cases from start to finish as their main point of contact.
• Experience in case management, customer success, operations or team leadership is welcomed.
• Able to handle 100+ cases at once, with strong record-keeping.
• Strong written and spoken English; comfortable communicating mostly by phone and text.
• Accountable, proactive and organized, able to work across several systems.

Required skills

• HubSpot (CRM)
• Aircall
• Slack
• GSuite

What we offer

• Pay of US$1,200 to $2,400 per month, with bonuses for top performers.
• Full-time, 8-hour shift Monday to Friday in US Pacific Time, with a 30-minute lunch break.
• PTO, 10 paid holidays, paid training and a fully remote setup.
• Distributed-team experience, same 1:1s and career paths as the U.S. team.