Family Case Manager

Rockstar is recruiting for a mission-driven end-of-life care company reimagining a $23B industry. The company proved its model in Los Angeles, becoming the largest cremation provider in the area in under a year, and is now scaling across the U.S. and hiring globally. Their team works remotely across continents and time zones, united by high standards, deep empathy, and a commitment to meaningful work.

Location: Remote; Chile; Colombia; Dominican Republic; Ecuador; El Salvador; Mexico

Employment Type: Full time

Department: Service Team

Compensation: $7 - $14 per hour

The company has taken a disciplined approach to compensation from day one. It's the only way to keep things consistent, fair, and strategic - so both the team and company can grow in a healthy way. They set ranges using benchmarking data (including Pave.com, the best source for early-stage companies since it pulls directly from HR systems).

Offers are based on three factors:

• Performance potential: how the candidate performed in interviews and how closely their experience matches the role
• Seniority: the depth of relevant experience
• Location: cost of living differences

Overview

The company is reimagining end-of-life care - a $23B industry untouched by modern software or service thinking. In under a year, they became the largest cremation provider in Los Angeles, with 80+ NPS and hundreds of families served monthly. Now they are scaling across the U.S. and hiring globally.

They believe great people live everywhere. The team works across continents and time zones, grounded by shared values: high standards, deep empathy, and a drive to do work that matters.

About the Role

The company is hiring a Family Case Manager to compassionately guide families through the full service lifecycle - from contract signature to the safe return of their loved one's ashes.

In this highly accountable role, the manager will take extreme ownership of a high-volume book of around 100 concurrent cases. As the primary point of contact, they will coordinate with internal teams to seamlessly manage transportation, documentation, cremation scheduling, and ashes return.

While the manager fully owns their caseload, this is a highly collaborative startup. The team works together to ensure no family experiences delays during peak volumes. The ideal candidate is exceptionally organized, obsessed with the client experience, and a creative problem-solver comfortable navigating multiple systems to triage work and support others during a critical time.

What the Role Involves

• Manage a high-volume book of business, overseeing the full client life cycle from contract signature through final resolution
• Act as the dedicated point of contact, actively handling continuous inbound and outbound calls and texts throughout the workday with empathy, clarity, and professionalism
• Guide families through each step of the process while building trust, rapport, and an exceptional overall client experience
• Own key case milestones - transportation, documentation, cremation scheduling, ashes return - partnering with internal teams and vendors to keep cases moving
• Keep documentation meticulous, updating all systems promptly and accurately
• Seamlessly navigate across various platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage daily workflows, and solve problems efficiently
• Collaborate with teammates to maintain continuity of care - assisting with coverage, escalations, and urgent case needs as volumes shift
• Ensure smooth case handoffs and anticipate downstream impacts

Requirements & Qualifications

• 2+ years owning a caseload or book of accounts end-to-end - case management, patient or client coordination, claims handling, or similar
• Strong written and spoken English
• Exceptional capacity for high volume: the candidate can successfully manage 100+ cases simultaneously without letting details slip, and is meticulous about record-keeping and documentation
• Clear, calm communicator who builds trust quickly and is completely comfortable spending the majority of the workday managing communications via phone and text
• Highly accountable and proactive: takes extreme ownership of cases, obsesses over the client experience, closes the loop, and acts as a creative problem solver when escalations arise
• Tech-savvy and highly organized: easily works across multiple systems to piece together context and effectively triage daily priorities
• Energized by the 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

Bonus Points

• Experience in environments where empathy and execution were equally important
• Spanish fluency - many of the families served speak it

Details

• Tools: HubSpot (CRM), Aircall (phone), Slack, and the case management system
• Shift: Full-time (8 hours, consistent schedule)
• Days: Monday-Friday
• Hours: US Day Shift, 8 a.m. - 4:30 p.m. Pacific Time, including a 30-minute lunch break

Why People Will Love Working Here

• The company is a real business, built to last. They proved the model in LA and became the largest independent funeral home in California in less than two years. They are now going national and plan to grow for years to come.
• A serious employer for global teammates. They have years of experience running distributed teams - same 1:1s, check-ins, and career paths as the U.S. team, same expectations, same opportunities.
• People stay. Regrettable turnover is very low.
• Fair compensation with real upside. Base pay benchmarked globally. Top performers consistently earn the full bonuses.
• High care, high standards. Real investment in training and growth, honest feedback, no burnout culture.
• Benefits: PTO, 10 paid holidays, paid training, fully remote.
• Purpose-driven work: real impact during one of life's most meaningful transitions.