Remote Family Case Manager – End-of-Life Support

Meadow Memorials; Santiago; Remote; CLP 13,155,000 - 26,310,000; Full time

Benefits offered by this job

PTO

10 paid holidays

Paid training

Fully remote

Job summary

Meadow Memorials is inviting applications for a Family Case Manager role. You will compassionately guide families through the full service lifecycle, owning a high-volume caseload and coordinating transportation, documentation, and cremation scheduling across teams.

The role requires exceptional organization, client-first focus, and the ability to triage across multiple systems while maintaining empathetic communication throughout the process.

Qualifications

• 2+ years of experience managing customers or cases from start to finish; primary point of contact.
• Exceptional capacity for high volume: 100+ cases simultaneously with meticulous record-keeping.
• Strong written and spoken English.
• Clear, calm communicator who spends most of the workday managing calls and texts.

Responsibilities

• Manage a high-volume book of business, overseeing the full client life cycle from contract signature to final resolution.
• Act as the dedicated point of contact, handling inbound/outbound calls and texts with empathy, clarity, and professionalism.
• Guide families through each step of the process, building trust and an exceptional client experience.
• Own key milestones—transportation, documentation, cremation scheduling, ashes return—partnering with internal teams and vendors.
• Keep documentation meticulous, updating all systems promptly and accurately.
• Navigate across multiple platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context and triage daily workflows.
• Collaborate with teammates to maintain continuity of care and assist with escalations.
• Ensure smooth case handoffs and anticipate downstream impacts.

Skills

Case management

High-volume handling

Excellent communication

Tech-savvy

Tools

HubSpot

Aircall

Slack

GSuite

Internal case management system

Job description

Meadow Memorials is inviting applications for a Family Case Manager role. You will compassionately guide families through the full service lifecycle, owning a high-volume caseload and coordinating transportation, documentation, and cremation scheduling across teams.

The role requires exceptional organization, client-first focus, and the ability to triage across multiple systems while maintaining empathetic communication throughout the process.