Responsibilities
- Provide empathetic and professional support to families via incoming phone calls, texts, and emails.
- Act as the main contact for assigned cases, fostering trust through regular and meaningful phone interactions.
- Walk families through each phase of the process while establishing strong rapport.
- Manage critical case milestones such as transportation logistics, document handling, cremation scheduling, and return of ashes.
- Work closely with team members to support overall case load and ensure consistent care delivery.
- Help cover team responsibilities, handle escalations, and respond to urgent case demands as needed.
- Collaborate with internal departments and outside vendors to keep cases progressing smoothly.
- Keep records up to date, enter information into systems promptly, and identify potential issues early.
- Ensure seamless transitions between case stages and anticipate future impacts.
- Operate across multiple platforms including HubSpot, Aircall, Slack, GSuite, and an internal case management tool.
Work Arrangement
Remote (Worldwide) — Caribbean
Other
- Remote, full-time
- Shift: Full-time (consistent schedule)
- Days: Monday–Friday
- Hours: US Day Shift: 8 a.m. - 4:30 pm PT, including a 30-minute lunch break
- Tools: HubSpot (CRM), Aircall (phone), Slack, and our case management system
- Benefits: PTO, 10 paid holidays, paid training, fully remote
