Remote Family Case Manager — High-Impact Support

Watershed; New York (NY); Remote; USD 13,000 - 27,000; Full time

Benefits offered by this job

PTO

10 paid holidays

Paid training

Fully remote

Job summary

Meadow is hiring a Family Case Manager to guide families through the complete service lifecycle—from contract to the return of ashes. You will manage around 100 concurrent cases, coordinating with internal teams and vendors to ensure timely transportation, documentation, scheduling, and seamless client experience.

The ideal candidate is exceptionally organized, empathetic, and tech-savvy, comfortable navigating multiple systems and maintaining meticulous records while delivering outstanding

Qualifications

• 2+ years of experience managing customers or cases from start to finish, serving as their main point of contact.
• Experience in case management, customer success, operations, or team leadership.

Responsibilities

• 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, handling inbound and outbound calls and texts with empathy and professionalism.
• Guide families through each step while building trust and an exceptional client experience.
• Own key milestones—transportation, documentation, cremation scheduling, ashes return—collaborating with internal teams and vendors.
• Keep documentation meticulous, updating all systems promptly and accurately.
• Navigate across platforms (HubSpot, Aircall, Slack, GSuite, internal case management) to build context and triage workflows.
• Collaborate with teammates to ensure continuity of care and coverage during peak volumes.
• Ensure smooth handoffs and anticipate downstream impacts.

Skills

English proficiency

Empathy

Organization

Communication

Tech-savvy

Tools

HubSpot

Aircall

Slack

GSuite

Case management system

Job description

Meadow is hiring a Family Case Manager to guide families through the complete service lifecycle—from contract to the return of ashes. You will manage around 100 concurrent cases, coordinating with internal teams and vendors to ensure timely transportation, documentation, scheduling, and seamless client experience.

The ideal candidate is exceptionally organized, empathetic, and tech-savvy, comfortable navigating multiple systems and maintaining meticulous records while delivering outstanding