Overview
We are seeking a compassionate and driven Case Manager to support individuals whose mobility equipment has been damaged during airline travel. In this role, you will act as a dedicated advocate and case owner—guiding each customer through the claims process from start to finish.
This is not a traditional call center environment. Instead, you will manage a consistent caseload, build relationships, and provide high-touch, “white glove” service while partnering with technicians and airline representatives to resolve each case efficiently and empathetically.
Key Responsibilities

+ Manage a caseload of 40–50 active claims at a time

+ Serve as the primary point of contact for customers throughout the entire claims process

+ Make outbound calls every 2–3 days to provide updates and ensure a positive experience

+ Deliver empathetic, solutions-oriented customer care—especially in sensitive or escalated situations

+ Collaborate with ...