Responsibilities
- Support families primarily through inbound phone calls, as well as text and email, with empathy, clarity, and professionalism.
- Serve as the primary point of contact for your assigned cases, building trust through frequent phone conversations.
- Guide families through each step of the process while building trust and rapport.
- Coordinate key case milestones, including transportation, documentation, cremation scheduling, and ashes return.
- Collaborate with teammates to support the broader case load and maintain continuity of care.
- Assist with team coverage, escalations, and urgent case needs as volumes shift.
- Partner with internal teams and external vendors to keep cases moving efficiently.
- Maintain accurate documentation, update systems promptly, and proactively flag issues.
- Ensure smooth case handoffs and anticipate downstream impacts.
- Work across HubSpot, Aircall, Slack, GSuite, and our internal case management system.
Requirements
- 2+ years in customer support, hospitality, case management, account or client coordination, or similar customer-facing roles.
- Strong written and spoken English.
- Clear, calm communicator who builds trust quickly, whether over the phone, email, or text.
- Strong multitasker — able to move quickly while maintaining accuracy and attention to detail.
- Accountable and proactive: you take ownership, close the loop, and surface issues early.
- Energized by our mission and excited about the opportunity to help shape something new in a category that truly needs it.
- A home setup that supports the work - see our tech requirements for details.
Nice to Have
- Experience owning a caseload or book of accounts end-to-end is strongly preferred; comfort in high-volume, phone-based environments is a plus.
- Experience in environments where empathy and execution were equally important.
- Spanish fluency — many of the families we serve speak it.
Benefits
- PTO
- 10 paid holidays
- Paid training
- Fully remote
Work Arrangement
Remote (Worldwide) — Remote
Work Arrangement
Remote (Worldwide) — Remote
Other
- Remote, full-time
- Shift: Full-time (8 hours, consistent schedule)
- Days: Monday–Friday
- Hours: US Day Shift: 8 a.m. - 4:30 pm Pacific Time, including a 30-minute lunch break
- Tools: HubSpot (CRM), Aircall (phone), Slack, and our case management system
