Family Coordinator (Remote, Caribbean)

About Meadow Memorials

At Meadow Memorials, we are transforming the end-of-life care industry, a $23 billion sector that has yet to benefit from innovative software and service models. Within a year, we have become the leading cremation provider in Los Angeles, achieving a high NPS of over 80 and assisting hundreds of families monthly. We are currently expanding nationwide and hiring across borders.

Our global team spans continents and time zones, united by core values of high standards, profound empathy, and purpose-driven work.

Role Overview

The Family Coordinator acts as the primary liaison for families from the moment their loved one is under our care until the cremation process concludes. This vital position demands meticulous, compassionate case management combined with excellent communication skills to ensure clarity and support throughout each stage.

Key Responsibilities

• Handle an assigned portfolio of cases from initial intake to completion.
• Provide empathetic and professional support to families via multiple communication channels including phone, text, and email.
• Build trust and guide families step-by-step through the cremation journey.
• Organize key elements such as transportation, documentation, cremation scheduling, and the return of ashes.
• Collaborate closely with team members to manage overall caseload and guarantee uninterrupted family support.
• Offer assistance with urgent cases, escalations, and fluctuating workloads.
• Coordinate with internal departments and external vendors to ensure efficient case progress.
• Keep precise and current records, promptly update systems, and proactively identify any issues.
• Facilitate smooth transitions between team members and foresee potential impacts downstream.
• Utilize tools such as HubSpot CRM, Aircall, Slack, GSuite, and internal case management software.

Candidate Requirements

• Minimum two years' experience in customer service, operations, or hospitality-related roles.
• Excellent written and verbal English communication skills.
• Ability to communicate calmly and clearly, establishing rapid trust through all communication mediums.
• Effective multitasking skills maintaining precision and attention to detail under pressure.
• Strong sense of accountability and initiative to take ownership and resolve issues proactively.
• Motivation by our mission and enthusiasm to contribute to a pioneering company in a crucial industry.
• Home office setup meeting technical requirements for remote work.

Additional Preferred Qualifications

• Experience balancing empathy and execution in professional settings.
• Spanish language proficiency, as many served families communicate in Spanish.

Position Details

• Employment Type: Full-time remote position.
• Compensation range: USD 5.50 to 9 per hour.
• Software utilized includes HubSpot (CRM), Aircall (telephony), Slack, and internal case management platform.
• Working hours: Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, including a 30-minute lunch break.

Why Join Us?

• A stable, enduring business model proven by rapid growth to become California's leading independent funeral home within two years.
• A dedicated employer supporting distributed teams internationally with consistent performance management, career development, and equitable opportunities.
• Exceptional employee retention and positive team culture affirmed by excellent employee reviews.
• Competitive and fair compensation with real earning potential through bonuses for top performers.
• Commitment to high standards, thorough training, and professional growth without burnout.
• Comprehensive benefits including paid time off, ten paid holidays, training allowances, and fully remote work.
• Meaningful, purpose-driven work impacting families during significant life transitions.