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 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 lifecycle from contract signature through final resolution.
• Act as the dedicated point of contact, handling inbound and outbound calls and texts with empathy, clarity, and professionalism.
• Coordinate transportation, documentation, cremation scheduling, and ashes return by partnering with internal teams and vendors.
• Maintain meticulous documentation across multiple platforms (HubSpot, Aircall, Slack, GSuite, internal case management system).
• Collaborate with teammates to ensure continuity of care, cover escalations, and manage urgent case needs.

Required profile

• 2+ years of experience managing customers or cases from start to finish, with ownership of complex situations.
• Ability to handle 100+ cases simultaneously while maintaining detailed records.
• Strong written and spoken English, clear and calm communication style.
• Highly accountable, proactive, and creative problem‑solver.
• Motivated by the mission to improve end‑of‑life care.

Required skills

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

What we offer

• Full‑time remote role with consistent US Pacific Time schedule.
• Base pay US$1,200–$2,400 per month, with performance bonuses.
• PTO, 10 paid holidays, paid training.
• Career growth, 1:1s, check‑ins, and clear career paths.
• Purpose‑driven work impacting families during a meaningful transition.