Earth · 3 hours ago
Family Services Specialist (Customer Support)
Elkridge, MD
Full-time
Onsite
Mid, Senior Level
$90K/yr - $90K/yr
5+ years expEarth is a company dedicated to transforming the end-of-life experience by providing sustainable alternatives to traditional burial and cremation. As a Family Services Specialist, you will be the primary point of contact for families, delivering exceptional post-sales support and ensuring a positive experience throughout their journey with the company.
Funerals
Responsibilities
Conduct virtual and in-person tours of the Baltimore facility, educating families about our process and answering their questions with warmth and professionalism
Host and facilitate webinars that provide education and support to prepaid families, helping them understand their arrangements and feel confident in their choice
Answer incoming calls from families with questions about their prepaid arrangements, providing empathetic support and clear guidance
Manage support tickets efficiently, ensuring all family concerns are documented, tracked, and resolved in a timely manner
Partner closely with our insurance and travel protection partners to coordinate benefits, resolve coverage questions, and ensure seamless service delivery for families
Maintain accurate records in our systems, ensuring all contracts are properly documented, up-to-date, and compliant with company standards
Proactively identify and resolve potential issues with family accounts or contracts before they become problems
Build trusted relationships with families during their planning phase and remain a reliable resource when they need us most
Qualification
Required
5+ years of professional experience, with at least 3 years in customer service, customer success, or family services
Exceptional interpersonal skills with the ability to communicate compassionately and clearly with families during sensitive times
Strong organizational abilities and attention to detail, particularly when managing multiple cases and ensuring contract accuracy
Proficiency with CRM systems and ticketing platforms (experience with HubSpot preferred)
Comfort presenting to groups both virtually and in person, with the ability to facilitate engaging webinars and tours
Problem-solving mindset with the ability to navigate complex situations involving insurance, contracts, and partner coordination
Must be based in or willing to relocate to the Baltimore area, with consistent availability to work on-site
Position requires flexibility for occasional evening or weekend coverage to support families when they need us
Preferred
Prior experience in end-of-life care, funeral services, insurance coordination, or healthcare customer service
A genuine interest in environmental conservation and sustainable practices will resonate deeply with our mission
Experience working with insurance providers or travel protection programs
Demonstrated ability to manage high-volume inbound communication while maintaining quality and empathy
Multilingual skills - Spanish is particularly appreciated, but we welcome speakers of all languages!
Benefits
Comprehensive medical, dental, and vision coverage
401K plan
10 Paid Company Holidays
Paid Time Off
Professional development opportunities
Be part of a mission-driven team transforming end-of-life care
Company
Earth
Earth is the creator of soil transformation, an environmentally-friendly alternative to burial and cremation.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$10MKey Investors
Alumni VenturesBuckley Ventures
2024-10-10Series B
2023-10-11Series A
2022-04-22Seed· $10M
Leadership Team
Tom Harries
Co-founder/CEO
Richard Benton, CPA
Co-Founder & Chief Financial Officer
Recent News
ClimateHack Weekly
2025-09-12
Company data provided by crunchbase