[Hiring] Family Case Manager @Meadow

Role Description

We’re hiring a Family Case Manager to compassionately guide families through our full service lifecycle—from contract signature to the safe return of their loved one's ashes. In this highly accountable role, you will take extreme ownership of a high-volume book of around 100 concurrent cases. As the primary point of contact, you'll coordinate with internal teams to seamlessly manage transportation, documentation, cremation scheduling, and ashes return.

While you fully own your caseload, ours is a highly collaborative startup. Our 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.

• 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.

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: you can successfully manage 100+ cases simultaneously without letting details slip, and you are 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: you take extreme ownership of your cases, obsess over the client experience, close the loop, and act as a creative problem solver when escalations arise.
• Tech-savvy and highly organized: you easily work across multiple systems to piece together context and effectively triage your daily priorities.
• Energized by our 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 - see our tech requirements for details.

Requirements

• Experience in environments where empathy and execution were equally important.
• Spanish fluency — many of the families we serve speak it.

Details

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

Benefits

• PTO, 10 paid holidays, paid training, fully remote.
• Purpose-driven work: Real impact during one of life's most meaningful transitions.

Why You’ll Love Working With Us

• We’re a real business, built to last.
• We’ve proven our model in LA and became the largest independent funeral home in California in less than two years. We’re now going national. And plan to grow for years to come.
• A serious employer for global teammates.
• We have years of experience running distributed teams. Same 1:1s, check-ins, and career paths as our 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.