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Salary: USD 1,200 - 2,400 / monthly
Meadow Memorials and Cremations is reimagining end-of-life care, a $23B industry historically underserved by modern software and service innovation. The company became the largest cremation provider in Los Angeles in under a year with 80+ NPS and hundreds of families served monthly, and is now scaling nationally and hiring globally across distributed teams.
As a Family Case Manager, you will be the primary point of contact guiding families through the complete service lifecycle—from contract signature through the safe return of their loved one's ashes. You will manage a high-volume caseload of approximately 100 concurrent cases with extreme ownership and accountability.
Key responsibilities include:
- Managing the full client lifecycle from contract signature to final resolution
- Serving as the dedicated point of contact, handling continuous inbound and outbound calls and texts with empathy and professionalism
- Owning critical case milestones: transportation coordination, documentation, cremation scheduling, and ashes return
- Partnering with internal teams and vendors to keep cases moving smoothly
- Maintaining meticulous documentation and updating all systems promptly and accurately
- Navigating multiple platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context and triage workflows
- Collaborating with teammates to maintain continuity of care, assisting with coverage, escalations, and urgent needs during peak volumes
- Ensuring smooth case handoffs and anticipating downstream impacts
The role is fully remote, based in Latin America, working Monday–Friday during US Pacific Time business hours (8 hours including a 30-minute lunch break). Meadow emphasizes a distributed-team culture with the same 1:1s, check-ins, career paths, and expectations as the US team. The company reports low regrettable turnover and invests in training and growth with honest feedback and no burnout culture.
Benefits include PTO, 10 paid holidays, paid training, and fully remote work.
Requirements & Qualifications:
- 2+ years of experience managing customers or cases from start to finish as the primary point of contact, ensuring resolution
- Welcome experience in case management, customer success, operations, or team leadership, particularly in roles involving ownership of complex situations, escalation resolution, and direct customer support
- Exceptional capacity for high-volume work: ability to successfully manage 100+ cases simultaneously without losing detail, with meticulous record-keeping and documentation
- Strong written and spoken English
- 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 client experience, closes the loop, and acts as a creative problem-solver during escalations
- Tech-savvy and highly organized: easily works across multiple systems to piece together context and effectively triage daily priorities
- Home setup that supports work tech requirements
- Energized by the mission and excited about shaping something new in a category that needs it
