Family Coordinator

About the Role

Meadow Memorials is reimagining the $23 billion end-of-life care industry by blending modern software with a deeply human-centered approach to service. In under two years, we have scaled to become the largest independent funeral provider in California, maintaining an industry-leading Net Promoter Score (NPS) of 80+ while serving hundreds of families every month. As we expand our footprint across the United States, we are hiring globally to find compassionate, high-performing individuals who believe that great work can happen anywhere. We are looking for a Family Coordinator who is driven by empathy and excellence to help us support families during their most sensitive moments and ensure every detail of our service is handled with absolute precision.

Key Responsibilities

As a Family Coordinator, you are the primary advocate for the families in our care, ensuring a seamless experience from the moment a loved one enters our service until the final return of ashes. Your role is a blend of empathetic communication and rigorous operational execution.

• Manage a dedicated book of cases, serving as the lead point of contact for families via phone, text, and email.
• Coordinate critical logistical milestones, including transportation, legal documentation, cremation scheduling, and the final return of ashes.
• Guide families through complex processes with clarity and compassion, building trust during a vulnerable time in their lives.
• Maintain meticulous records within HubSpot and our internal case management systems to ensure data integrity and process transparency.
• Collaborate closely with your global teammates to support the broader caseload, ensuring no family experiences a gap in care during high-volume periods.
• Partner with internal operations teams and external vendors to keep cases moving efficiently and resolve potential bottlenecks proactively.
• Assist with team coverage, escalations, and urgent needs, maintaining a "team-first" mindset in a fast-moving startup environment.
• Proactively flag issues and surface process improvements to help us scale our high standards of care.

Qualifications

We are looking for individuals who possess a unique combination of high emotional intelligence and operational discipline. If you thrive in environments where details matter as much as the human connection, you will excel here.

• Experience: At least 2+ years of professional experience in customer-facing, operations, or hospitality roles.
• Communication: Exceptional written and spoken English skills; you must be a clear, calm communicator who can build rapport quickly across various channels.
• Efficiency: Strong multitasking abilities with the capacity to move quickly through tasks while maintaining 100% accuracy and attention to detail.
• Accountability: A proactive approach to work�you take full ownership of your tasks, close the loop on every interaction, and surface issues early.
• Technical Aptitude: Proficiency with modern digital tools including HubSpot (CRM), Aircall, Slack, and G Suite.
• Mission-Driven: A genuine desire to help families and a passion for improving an industry that is vital yet often overlooked.
• Bonus Skills: Fluency in Spanish is a significant advantage as we serve a diverse range of families.
• Home Setup: A reliable, quiet home office environment that supports consistent professional work during US Pacific Time hours.

Benefits

At Meadow, we invest in our people for the long term. We offer a professional environment where global teammates are treated with the same high expectations and opportunities as our U.S. team.

• Fully Remote Culture: Work from wherever you are most productive as part of a global team that values high standards and deep empathy.
• Consistent Schedule: Full-time hours (8 hours per day) during US Day Shift (8 AM - 4 PM PT or 9 AM - 5 PM PT), Monday through Friday.
• Competitive Pay: A fair base compensation of $5.50 - $9.00 USD per hour, benchmarked globally with real upside for top performers.
• Paid Time Off: Benefit from a structured PTO policy and 10 paid holidays per year.
• Growth & Training: Access to paid training, regular 1:1 check-ins, and clear career paths within a rapidly scaling business.
• Meaningful Impact: The opportunity to do work that truly matters, providing essential support to individuals during one of life's most significant transitions.

Required Skills