Family Case Manager (Remote, Caribbean)

About the role

Meadow is hiring Family Case Managers to guide families through its end-of-life service lifecycle, from contract signature to the safe return of ashes. The role takes ownership of a high-volume book of around 100 concurrent cases and acts as the primary point of contact, coordinating transportation, documentation, cremation scheduling and ashes return with internal teams and vendors. It is remote, full-time and paid in USD.

Key responsibilities

• Manage a high-volume book of cases, overseeing the full client life cycle from contract signature through final resolution.
• Handle continuous inbound and outbound calls and texts throughout the day with empathy, clarity and professionalism.
• Own key milestones such as transportation, documentation, cremation scheduling and ashes return, partnering with internal teams and vendors.
• Keep documentation meticulous and update all systems promptly and accurately.
• Navigate multiple platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage workflows and solve problems.
• Collaborate with teammates on coverage, escalations and urgent cases, and ensure smooth case handoffs.

Required profile

• 2+ years of experience managing customers or cases from start to finish as their main point of contact.
• Experience in case management, customer success, operations or team leadership is welcomed, especially where ownership of complex situations and direct customer support was required.
• Ability to manage 100+ cases simultaneously with meticulous record keeping.
• Strong written and spoken English; clear, calm communicator comfortable managing most of the day by phone and text.
• Highly accountable, proactive and a creative problem solver.
• Home setup supporting the work's tech requirements.

Required skills

• HubSpot (CRM)
• Aircall
• Slack
• GSuite
• Case management system

What we offer

• Pay of $5.50-$9 per hour (USD).
• Full-time, 8-hour days Monday to Friday in US Pacific Time, with a 30-minute lunch break.
• Benefits: PTO, 10 paid holidays, paid training, fully remote.
• Distributed-team experience, same 1:1s and career paths as the U.S. team.