Family Case Manager

Job Summary

To support a growing service team, the full-time Family Case Manager will compassionately guide families through the end-of-life care process, managing a high-volume caseload of around 100 concurrent cases remotely across Latin America.

Key Responsibilities

• Manage the full client life cycle, overseeing cases from contract signature to the return of ashes
• Act as the primary point of contact, handling inbound and outbound communications with empathy and professionalism
• Collaborate with internal teams to ensure timely progress on key case milestones and maintain meticulous documentation

Required Qualifications

• 2+ years of experience in case management, customer success, or operations, with a focus on managing complex situations
• Ability to manage 100+ cases simultaneously while maintaining attention to detail
• Strong written and spoken English communication skills
• Proactive and accountable, with a focus on the client experience and problem-solving
• Tech-savvy and organized, capable of navigating multiple systems efficiently