Family Coordinator (Remote)

Please Read the Whole Job Description Before Applying.

About the role

Family Coordinators support families from the moment a loved one enters care through the final steps of the cremation process. You'll play a critical role in ensuring every case is handled with accuracy, compassion, and attention to detail. You'll be responsible for managing a dedicated book of cases, serving as a primary point of contact for families, and handling inbound inquiries related to those cases. You'll coordinate key parts of the process - including transportation, documentation, cremation scheduling, and ashes return - while ensuring families receive clear communication and thoughtful support throughout. This is a highly collaborative environment where each representative owns assigned cases, and the team works closely together to support the broader caseload, step in during high-volume moments, and ensure no family experiences delays or gaps in care.

Key responsibilities

• Support families primarily through inbound phone calls, as well as text and email, with empathy, clarity, and professionalism
• Serve as the primary point of contact for assigned cases, building trust through frequent phone conversations
• Guide families through each step of the process while building trust and rapport
• Coordinate key case milestones, including transportation, documentation, cremation scheduling, and ashes return
• Collaborate with teammates to support the broader case load and maintain continuity of care
• Assist with team coverage, escalations, and urgent case needs as volumes shift
• Partner with internal teams and external vendors to keep cases moving efficiently
• Maintain accurate documentation, update systems promptly, and proactively flag issues
• Ensure smooth case handoffs and anticipate downstream impacts
• Work across HubSpot, Aircall, Slack, GSuite, and internal case management system

About you

• 2+ years in customer support, hospitality, case management, account or client coordination, or similar customer-facing roles
• Experience owning a caseload or book of accounts end-to-end is strongly preferred; comfort in high-volume, phone-based environments is a plus
• Strong written and spoken English
• Clear, calm communicator who builds trust quickly, whether over the phone, email, or text
• Strong multitasker — able to move quickly while maintaining accuracy and attention to detail
• Accountable and proactive: you take ownership, close the loop, and surface issues early
• A home setup that supports the work
• Experience in environments where empathy and execution were equally important (bonus)
• Spanish fluency (bonus)

Details:

• Remote, full-time

• Compensation: $5-$7.80/hr (USD)

• 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

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.

About us

Meadow is reimagining end-of-life care. In under a year, we became the largest cremation provider in Los Angeles, with 80+ NPS and hundreds of families served monthly. We're now 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

To apply, head here:To apply, head here: https://jobs.ashbyhq.com/meadowmemorials/3614cffb-e81a-4abc-8fb6-1c0409a6f395?utm\_source=seek