Family Coordinator (Remote, Caribbean)

About Meadow Memorials

Meadow Memorials is revolutionizing the end-of-life industry, a $23 billion sector that has seen little innovation in technology and customer service. Within under a year, we've grown to become the largest cremation provider in Los Angeles, maintaining an exceptional Net Promoter Score of over 80 and assisting hundreds of families each month. Now, we are expanding across the United States while building a diverse global workforce united by core values of excellence, empathy, and purposeful work.

Role Overview

We are seeking compassionate Family Coordinators to guide families from the moment their loved one enters our care through the completion of the cremation process. In this capacity, you will exclusively handle a portfolio of cases, acting as the primary liaison for families, responding to inquiries, and ensuring smooth coordination of all essential steps such as transportation, paperwork, scheduling cremations, and ashes return. You will maintain transparent communication and deliver empathetic support through every phase.

This role demands both strong individual accountability and a collaborative spirit, as the team supports one another to manage high volumes efficiently, ensuring no family experiences delays or lapses in service.

Key Responsibilities

• Oversee a personal caseload from initial intake to final resolution with precision and care.
• Communicate empathetically and professionally with families via phone, email, and text.
• Guide families through the entire cremation procedure while cultivating trust and comfort.
• Coordinate critical milestones including transportation logistics, documentation processing, scheduling cremations, and arranging the return of ashes.
• Collaborate actively with colleagues to manage caseload fluctuations and guarantee continuity of care.
• Support team coverage during peak times and escalated case situations.
• Engage with internal teams and external partners to maintain efficient case progression.
• Maintain impeccable records, update systems timely, and proactively identify potential issues.
• Facilitate seamless handoffs and anticipate effects on subsequent stages.
• Utilize tools such as HubSpot CRM, Aircall, Slack, GSuite, and internal case management software effectively.

Qualifications and Requirements

• Minimum of two years' experience in client-facing roles within customer service, operations, or hospitality environments.
• Proficient in spoken and written English with clear, calm communication skills that quickly establish trust.
• Ability to multitask efficiently without sacrificing accuracy or attention to detail.
• Highly accountable and proactive, demonstrating ownership of responsibilities and timely issue resolution.
• Passion for our mission and eagerness to contribute to a new approach in a traditionally underserved field.
• Suitable home workspace and technology setup meeting our technical standards.

Preferred (Bonus) Qualifications

• Previous experience in roles that required balancing empathy with effective execution.
• Spanish language fluency, to support our Spanish-speaking families.

Additional Details

• Position: Full-time, remote
• Work Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Pacific Time, including a 30-minute lunch break
• Compensation: Hourly wage ranging from $5.50 to $9 (USD)
• Technologies: Experience or willingness to work with HubSpot CRM, Aircall phone system, Slack communication tool, and company’s case management platform

Why Join Us?

• We are an established and growing company, having rapidly become the premier independent funeral service provider in California, with plans for national expansion.
• Our global teams enjoy equitable treatment with consistent management support, career mentoring, and professional development opportunities identical to our United States-based employees.
• We maintain a low employee turnover rate, supported by positive employee feedback and a supportive work environment.
• We offer competitive compensation with potential bonuses tied to performance excellence.
• We emphasize balanced workloads, thorough training, ongoing feedback, and promote a sustainable work culture with no burnout.
• Benefits include paid time off, ten paid holidays annually, paid training sessions, and the flexibility of fully remote work.
• Your work directly impacts families during one of life’s most significant moments, providing meaningful and compassionate support.