Family Case Manager
M
MeadowEnd-of-life care
We’re hiring across Latin America! If you’re based in LATAM, we welcome your application - even if your country isn’t listed., US Pacific Time business hoursFull-TimeManager
SalaryUS$1,200–$2,400 per month
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Job Details
- Languages
- Strong written and spoken English.
- Experience
- 2+ years of experience managing customers or cases from start to finish
- Required Skills
- Customer SuccessHubSpotGoogle WorkspaceSlack
Requirements
- Have 2+ years of experience managing customers or cases from start to finish as their main point of contact.
- Bring experience in case management, customer success, operations, or team leadership.
- Be able to manage 100+ cases simultaneously while keeping details and records accurate.
- Have strong written and spoken English.
- Be comfortable managing most of the workday’s communications by phone and text.
- Demonstrate organization, proactive ownership, and problem-solving when escalations arise.
- Be able to work across multiple systems and triage daily priorities.
- Have a home setup that supports the work.
- Work full-time, 8 hours per day, Monday–Friday, during US Pacific Time business hours.
Responsibilities
- Manage a high-volume book of cases from contract signature through final resolution.
- Handle continuous inbound and outbound calls and texts as the dedicated point of contact for families.
- Guide families through each step of the process and build trust throughout their experience.
- Coordinate transportation, documentation, cremation scheduling, and ashes return with internal teams and vendors.
- Update documentation and systems promptly and accurately.
- Use HubSpot, Aircall, Slack, GSuite, and the internal case management system to build case context and triage workflows.
- Assist teammates with coverage, escalations, and urgent case needs as volumes shift.
- Coordinate smooth case handoffs and anticipate downstream impacts.
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