Earth Family Services Specialist (Customer Support) Elkridge, MD · Full time Company website

Apply for Family Services Specialist (Customer Support)

We’re the creators of soil transformation, an environmentally-friendly alternative to burial and cremation. Over a 30-day process, we gently transform a body into nutrient-rich soil. Families receive a portion of this soil - to scatter or plant - and the remaining soil is sent to conservation land that we acquire, to restore and protect it for future generations. Our experience is carbon neutral, digital-first and underpinned by best-in-class family care. Visit earthfuneral.com to learn more.

About Earth

At Earth, we believe how we say farewell matters. Our mission is to transform the end-of-life experience by offering families a beautiful, sustainable alternative to cremation and burial.

Instead of traditional methods that harm the environment, our gentle, natural process transforms the body into nutrient-rich soil in just 45 days - returning life to the earth and leaving a meaningful legacy.

Families can choose to receive the soil to scatter, plant, or share, while the remainder is thoughtfully donated to conservation projects that restore and heal our planet.

First legalized in Washington State in 2019, this practice is rapidly gaining popularity nationwide. Earth is the national leader, backed by major investors, and growing fast.

That's where you come in. We're looking for dedicated, empathetic team members to support families who have chosen Earth for their end-of-life arrangements. At Earth, you'll join a professional, passionate team, supporting a truly mission-driven company scale nationally.

About the Role

As a Family Services Specialist, you'll serve as the primary point of contact for families who have prepaid for Earth's services, ensuring they receive exceptional post-sales support throughout their journey with us. Based at our Baltimore facility, you'll combine in-person relationship building with comprehensive customer service to deliver an outstanding family experience.

Responsibilities

In this role, you will:

• 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.

Requirements

• 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 Qualifications

• 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!

Join Us

An opportunity to be a part of a vibrant and energized team that offers a sustainable alternative for end of life care! We encourage a spirit of continuous improvement. We're always learning and striving to enhance our productivity and family experience. We value your warmth, flexibility, and enthusiasm. We're a startup, and we'll learn and grow together in a supportive and demanding environment.

• Compensation: Compensation: $90K total: $60K base + $12K variable (individual CVR/CSAT) + $12K (team sales performance).
• Benefits: Comprehensive medical, dental, and vision coverage; 401K plan; 10 Paid Company Holidays; Paid Time Off
• Perks: Professional development opportunities; be part of a mission-driven team transforming end-of-life care