Family Case Manager (Remote, LATAM)

Watershed; United States; Remote; USD 13,000 - 27,000; Full time

Benefits offered by this job

PTO

Job summary

Meadow is hiring Family Case Managers to guide families through the full service lifecycle, from contract signatures to the safe return of ashes. You will own a high-volume caseload (around 100 concurrent cases) and coordinate across internal teams to manage transportation, documentation, cremation scheduling, and ashes return.

The role requires exceptional organization, empathy, and a calm, proactive approach.

Qualifications

• ></p><li>2+ years of experience managing customers or cases from start to finish, serving as their main point of contact and ensuring everything is taken care of through resolution.</li>
• <p>We welcome experience in case management, customer success, operations, or team leadership, especially in roles where you've taken ownership of complex situations, resolved escalations, and supported customers directly.</p>
• <p>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.</p>
• <p>Strong written and spoken English.</p>
• <p>Clear, calm communicator who builds trust quickly and is completely comfortable spending the majority of the workday managing communications via phone and text.</p>
• <p>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.</p>
• <p>Tech-savvy and highly organized: you easily work across multiple systems to piece together context and effectively triage your daily priorities.</p>
• <p>Energized by our mission and excited about the opportunity to help shape something new in a category that truly needs it.</p>
• <p>A home setup that supports the work tech requirements for details.</p>

Responsibilities

• <li>Manage a high-volume book of business, overseeing the full client life cycle from contract signature through final resolution.</li>
• <li>Act as the dedicated point of contact, actively handling continuous inbound and outbound calls and texts throughout the workday with empathy, clarity, and professionalism.</li>
• <li>Guide families through each step of the process while building trust, rapport, and an exceptional overall client experience.</li>
• <li>Own key case milestones - transportation, documentation, cremation scheduling, ashes return - partnering with internal teams and vendors to keep cases moving.</li>
• <li>Keep documentation meticulous, updating all systems promptly and accurately.</li>
• <li>Seamlessly navigate across various platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage daily workflows, and solve problems efficiently.</li>
• <li>Collaborate with teammates to maintain continuity of care - assisting with coverage, escalations, and urgent case needs as volumes shift.</li>
• <li>Ensure smooth case handoffs and anticipate downstream impacts.</li>

Skills

High-volume caseload

Empathy

English proficiency

Tech-savvy

Ownership

Tools

HubSpot

Aircall

Slack

Case management system

Job description

At Meadow, we’re reimagining end-of-life care - a $23B industry untouched by modern software or service thinking. In under a year, we became the largest cremation provider in Los Angeles, with 80+ NPS and hundreds of families served monthly. Now we’re scaling across the U.S. and hiring globally.

We believe great people live everywhere. Our team works across continents and time zones, grounded by shared values: high standards, deep empathy, and a drive to do work that matters.

Learn more about our global teams here. If this sounds like your kind of team, we'd love to hear from you.

About the Role

We’re hiring Family Case Managers 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, we are a highly collaborative team. We work 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.

What You’ll Do:

• 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.

Requirements & Qualifications:

• 2+ years of experience managing customers or cases from start to finish, serving as their main point of contact and ensuring everything is taken care of through resolution.

  • We welcome experience in case management, customer success, operations, or team leadership, especially in roles where you've taken ownership of complex situations, resolved escalations, and supported customers directly.

• 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.

• 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: 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 tech requirements for details.

Details:

• Remote, full-time
• Location: We’re hiring across Latin America! If you’re based in LATAM, we welcome your application - even if your country isn’t listed.
• Compensation: US$1,200–$2,400 per month
• Tools: HubSpot (CRM), Aircall (phone), Slack, and our case management system

• Shift: Full-time (8 hours, consistent schedule)

  • Days: Monday–Friday
  • Hours: US Pacific Time business hours, including a 30-minute lunch break

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. Don't take our word for it - read our Glassdoor reviews.
• 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.
• Benefits: PTO, 10 paid holidays, paid training, fully remote.
• Purpose-driven work: Real impact during one of life's most meaningful transitions.