Client Success Manager / Case Manager

Company Overview

It helps U.S. veterans prepare accurate, compelling VA disability claim packages so they can confidently file for the benefits they've earned. The company blends compassionate, one-on-one support with easy-to-use technology and AI to simplify evidence gathering, organize records, and shape personal statements in each veteran's own voice—while ensuring the veteran remains in control and files the claim themselves.

This is a mission-driven, remote-first team that values integrity, plain language, and patient guidance. You'll find a supportive, collaborative culture that prizes ethical work, privacy, and clear communication. If you care about doing right by people and enjoy using smart tools to make complex processes simple, you'll fit right in.

Mission

We're looking for a Client Success Manager / Case Manager to guide veterans—often older and not always tech-comfortable—through a clear, step-by-step claim preparation process. You'll lead structured phone calls, organize documents, refine personal statements, and use AI tools to keep every case moving without anything slipping through the cracks.

Day to day, you'll run the Game Plan Call, collect and review records, build each veteran's personalized package, and make sure they know exactly how to file. You'll communicate in plain English, respond the same day to client texts and VA letters, and maintain meticulous case notes. If you enjoy patient coaching, thoughtful writing, and staying organized across many active cases—while working with a team that values honesty and ownership—you'll feel right at home.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

• Run the 45–60 minute Game Plan Call by phone, using the AI case assistant to capture every condition, onset date, and impact on daily life in the veteran's own words.
• Confirm the veteran's Intent to File is secured before the call ends.
• Assign and follow up on homework (VA records, decision letters, and requests to doctors' offices for medical records); send the same-day follow-up text and continue follow-ups until received.
• Upload photos, PDFs, and records into the system; review and validate what the AI pulls from documents.
• Build the claim preparation package: review and finalize the veteran's personal statement and any spouse/buddy statements, send e-sign links, and deliver a personalized step-by-step filing guide.
• Explain processes simply and clearly; walk older veterans through downloading records or signing documents by phone when they get stuck.
• Manage your caseload daily via the dashboard so nothing waits on us; respond to client texts and VA letters the same day.
• Keep clean, complete records: log every call, update, and document on the case.
• Adhere to hard rules: the veteran files their own claim; never promise a rating, outcome, or timeline; never invent or exaggerate facts; keep all client information within company systems.
• Provide honest guidance about what is likely to work and what is not, setting clear expectations.
• Collaborate with internal tools and workflows to continuously improve speed, clarity, and client experience.

Qualifications

• Years of Experience: 2+ years in client success, case management, or phone-based customer support
• CRM Tool: Not required
• Softwares: AI case assistant (in-house), e-sign platforms, PDF editors, document management/document upload systems, VOIP/phone and SMS tools, dashboard/task management tools
• Industry Knowledge Required: Familiarity with the VA disability claims process and veteran community (prior experience a plus; can be learned)
• Specific Gender: No preference

Skills & Competencies

• Excellent phone presence; warm, patient, and clear with older clients
• Strong writing and editing, keeping statements accurate, specific, and in the client's voice
• High attention to detail; catches conflicting facts, missing pages, and incorrect dates
• Organization and follow-through across 20+ active cases and deadlines
• Plain-language communication; ability to explain step by step without jargon
• Tech-comfortable; quick to learn new software and work alongside AI tools
• Integrity, confidentiality, and ethical judgment; never overpromise or exaggerate
• Self-driven, calm under pressure, coachable, and accountable to outcomes

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Ability to handle lengthy phone calls and SMS through company systems
• Comfort using e-sign tools and PDF/document management platforms

Position Description

• Working Hours: 8–9 hours, from 6:00 PM till 2:00–3:00 AM Beirut Time
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): You may request time off anytime with advanced notice
• Salary Range: 1,500$ - 2,000$