Senior Manager, Customer Service

Our company

Meadow is a contemporary funeral service reshaping an outdated, predatory industry. Founded from personal experiences by experienced entrepreneurs, we offer transparent pricing, unmatched hospitality, and personalized memorials hosted at top venues.

We handle all arrangements online or by phone, making the process easier. Deathcare today is too expensive and too complicated: our mission is to transform every aspect to better serve families across America.

We now serve a meaningful share of each of our markets and have secured significant funding to expand. One of our biggest surprises has been how powerful and inspiring it is to serve families at their time of need.

Service Team Lead 

We're looking for a Service Team Lead who can make a real difference in people's lives during their most challenging moments. You'll grow and nurture our customer service team as they provide crucial support to families in need, while also reimagining how we can make difficult processes easier for everyone involved. 

Beyond maintaining service excellence through coaching and team development, you'll have the opportunity to shape our entire support system – from optimizing workflows to ensuring every interaction leaves families feeling truly cared for. This role combines hands-on leadership with the chance to transform how we support the people who depend on us, making both our team and our services better every day.

Our objectives for the role

• Lead and develop the service team through hiring, training, and ongoing performance management.

• Ensure smooth day-to-day operations, including scheduling, workload distribution, and real-time decision-making.

• Handle escalations with empathy and efficiency, managing critical cases and novel situations with poise.

• Maintain and enforce Standard Operating Procedures (SOPs) while driving continuous improvements.

• Collaborate with cross-functional teams to ensure seamless coordination between service and operations.

We’re looking for:

• 5+ years of experience in customer experience, operations, or management—hospitality experience preferred.

• 3+ years of people management experience, ideally in a growing team.

• Superb problem solving skills and the ability to handle sensitive situations with empathy.

• Hands-on leadership style with a high-touch, collaborative approach.

• Proven track record of building and retaining high-performing teams.

• Experience owning and articulating SOPs and ensuring compliance across a team.

• Strong analytical skills with experience tracking and optimizing KPIs such as customer satisfaction, issues per case, and refunds issued.

Why Join us?

• Above all, we’re here to support families through one of life’s hardest moments, allowing them to celebrate lives. If that speaks to you, speak to us.

• We have much left to build. But given the market feedback we’re getting and our founding team’s company-building experience, we think we are writing the first chapters of a real success story.

• This role offers the chance to lead and refine our service team, driving meaningful impact while advancing your leadership and professional growth.

• Competitive salary and equity, and generous health/dental/vision coverage.