Meadow

Compensation

Full Description

At Meadow, we’re building the next generation of tech-enabled real-world services - we’re transforming deathcare with software, hospitality, and operational excellence. We’ve built the largest cremation provider in Los Angeles in under a year - with glowing reviews, a 90+ NPS, and hundreds of families served each month. Backed by top investors and a repeat founding team with prior public exits, we’re building a category-defining brand in an industry untouched for 70 years. Fast growth: Top 1 in LA within 12 months, expanding rapidly into new markets Mission: Transparent pricing, modern experience, and real care for families Proven team: Leadership from Stripe, Google, Opendoor, Oscar, a16z, and more Strong culture: We move fast, own outcomes, and care deeply about families we serve The Impact of Service Our Service Team is the heartbeat of Meadow - the people ensuring every family’s journey is seamless, compassionate, and on point. The team: Supports families from taking their loved one into our care through ashes returned, providing confidence and calm at every step. Translates complex logistics into simple, transparent communication. Coordinates care behind the scenes so every detail happens on time, without families needing to ask. Defines the standard for warmth and reliability in an industry not known for either. What Makes This Role Different This is a true management role. You’ll lead a team of Service Representatives, ensuring every family interaction reflects Meadow’s standard of excellence. You’ll be responsible for people development, daily execution, and operational improvement. Real leadership scope: manage, coach, and grow a high-performing, distributed team serving families nationwide. Build the system: refine how we schedule, measure, and improve quality at scale. Cross-functional impact: collaborate with Sales, Operations, and Tech to continuously strengthen how we deliver care. Mission with meaning: every operational improvement directly affects how families experience one of life’s hardest moments. How You’ll Contribute Lead & Develop the Team Manage a team of Service Representatives who guide families through our process with empathy and accuracy. Run daily standups, 1:1s, and feedback sessions to drive performance and consistency. Coach reps on communication, follow-through, and ownership — reinforcing calm, clarity, and compassion in every interaction. Support hiring, onboarding, and ongoing training as the team scales. Ensure Operational Excellence Oversee case flow, handoffs, and daily service performance metrics. Manage scheduling, queue balance, and real-time decision-making to keep operations smooth. Handle escalations with composure and care, modeling how to resolve sensitive situations. Ensure adherence to Standard Operating Procedures (SOPs) while maintaining flexibility for edge cases. Drive Improvement & Collaboration Partner with cross-functional teams to identify friction points and propose process improvements. Analyze service data to uncover trends and opportunities for efficiency and quality gains. Evolve the service playbook as we expand into new markets and service models. You’re a Great Fit If You… Have 4+ years of experience leading in a customer service or operations function, ideally in a high-touch, digital environment with high hospitality standards. Lead with empathy and structure: you bring calm, clarity, and accountability to fast-moving teams. Are energized by coaching others and seeing them thrive. Have a strong operational backbone: organized, detail-oriented, and metrics-driven. Act with agency: you take ownership, solve problems independently, and improve systems. Believe excellence and compassion can coexist — and should. The Practical Stuff Remote: Anywhere in the U.S. Schedule: Mon-Fri, Pacific business hours Tools: HubSpot, Aircall, Slack, GSuite, internal case management system Benefits: Full medical, dental, and vision insurance, unlimited PTO, 10 paid holidays, $300 home office stipend, and a company-issued laptop.