Family Case Manager (Remote, LATAM)

About the role

Meadow is seeking compassionate Family Case Managers to guide families through the end‑of‑life service lifecycle, from contract signing to the safe return of ashes. This fully remote, full‑time position serves a high‑volume book of about 100 concurrent cases across Latin America.

Key responsibilities

• Manage a high‑volume caseload, overseeing the full client life cycle from contract signature through final resolution.
• Act as the dedicated point of contact, handling inbound and outbound calls and texts with empathy and professionalism.
• Coordinate transportation, documentation, cremation scheduling, and ashes return by partnering with internal teams and vendors.
• Maintain meticulous documentation across HubSpot, Aircall, Slack, GSuite and the internal case management system.
• Collaborate with teammates to ensure continuity of care, cover escalations and handle urgent case needs.

Required profile

• 2+ years of experience managing customers or cases from start to finish, preferably in case management, customer success, operations or team leadership.
• Proven ability to handle 100+ cases simultaneously with strong attention to detail and record‑keeping.
• Excellent written and spoken English, calm and clear communicator.
• Highly accountable, proactive and creative problem‑solver.
• Tech‑savvy, organized and comfortable working across multiple systems.

Required skills

• HubSpot (CRM)
• Aircall (phone system)
• Slack
• GSuite
• Internal case management platform

What we offer

• Full‑time remote work (US Pacific Time business hours, Monday‑Friday).
• Base salary US$1,200–$2,400 per month with performance bonuses.
• PTO, 10 paid holidays, paid training.
• Career growth, regular 1:1s and clear career paths.
• Purpose‑driven work supporting families during a meaningful life transition.