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.