Family Case Manager
- Compensation
- $7–$14 / hr
- Location
- Mexico
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 2+ years
- Category
- Not specified
- Posted
Skills
Must have
- 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
Nice to have
- Experience in environments where empathy and execution were equally important
- Spanish fluency — many of the families served speak it
Full description
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.