Family Case Manager

Guiding families through the full service lifecycle, the full-time Family Case Manager will manage a high-volume caseload of approximately 100 concurrent cases remotely, ensuring seamless coordination of transportation, documentation, cremation scheduling, and ashes return while providing exceptional client experiences. Key responsibilities Manage the complete client life cycle from contract signature to final resolution, acting as the primary point of contact Handle continuous inbound and outbound communications with empathy and professionalism, guiding families through each step of the process Collaborate with internal teams and vendors to ensure timely progression of cases and maintain meticulous documentation across various platforms Required qualifications 2+ years of experience in case management, customer success, operations, or team leadership, with a proven track record of managing complex situations Ability to manage over 100 cases simultaneously while maintaining meticulous record-keeping and documentation Strong written and spoken English skills, with a clear and calm communication style Proactive and accountable, demonstrating ownership of cases and a commitment to enhancing the client experience Tech-savvy and organized, comfortable navigating multiple systems to effectively prioritize daily tasks