What are the responsibilities and job description for the Funeral Home Case Manager position at After.com?
About After.com
After.com is the new home for funerals. We help families arrange and pre-plan simple cremations online in minutes with affordable, upfront pricing and absolutely no hidden costs or markups. Ever. We’re far from traditional, but we offer the same services and have the same licenses and credentials as traditional funeral homes. Our internet-first experience saves you time, money, and energy for what matters—celebrating the life of your loved one.
About the Role
As a Care Specialist, you’ll be the main point of contact for individuals or families using our services. This includes both being assigned ongoing cases and fielding incoming calls to help new families enter our care. The role requires exceptional attention to detail, clear communication, compassion, and the ability to thrive under pressure. You’ll juggle time-sensitive tasks in a fast-paced environment, helping people during one of the most difficult moments of their lives.
We’re a rapidly growing company expanding into new states, and this position plays a vital role in helping us serve families with dignity, care, and respect.
Please note: This is a full-time, in-office role, with hours of Monday–Friday, 9am-6pm.
What You’ll Do
- Work closely with your Team Lead and Funeral Director to receive permits and authorizations in a timely manner
- Outreach to family members via phone or text to arrange services and provide updates
- Ensure all necessary documents are created, sent and signed by the appropriate persons
- Answer inbound calls with calm, compassionate professionalism
- Learn state laws applicable to the funeral and cremation processes
- Respond to inquiries, secure new cases, and dispatch logistics
- Triage and resolve support tickets via phone, chat, and email
- Manage Aircall missed calls and voicemails, assign follow-ups, and log notes in our CRM
- Call inbound leads to provide support and communicate After’s services
- Assist with administrative tasks, such as ordering death certificates
- Follow internal processes and state regulations with precision
- Communicate clearly and respectfully with families and internal teams
You Might Be a Great Fit If You...
- Have startup experience or understanding of high-growth startup company environments
- Are detail-oriented and task-driven — nothing slips through the cracks on your watch
- Take pride in completing work accurately and on time, even when the pace is fast
- Are conscientious and accountable — you hold yourself to a high standard
- Thrive in roles that combine purpose with performance
- Are emotionally intelligent and professional under pressure
- Are energized by momentum - you thrive on knocking out many tasks in short time frames, day after day
Why This Role Is Important
As a Care Specialist, you are the heartbeat of our mission to bring compassionate, transparent, and dignified support to families navigating end-of-life arrangements. You serve as the trusted guide during one of life’s most difficult moments, helping families understand their options, complete legal requirements, and carry out their loved one’s wishes. Your work ensures families feel cared for, informed, and never alone in the process.
What We’re Looking For
- Strong background in Customer Service ( 1 years)
- Goal-oriented and driven to succeed
- Task-driven and efficient, with strong background in making deadlines
- Adaptable and teachable, with a willingness to learn and improve
- Excellent communication and interpersonal skills
- Ability to build trust with individuals quickly
- Ability to speak calmly and in a professional empathetic tone at all times
- Strong organizational and time management skills
- Ability to de-escalate calls and help people going through grief
- Tech-savvy
- Previous experience in high-volume funeral home a plus
Our office is located on a quiet campus with fantastic amenities, including a gym, delicious food trucks several times a week, access to the Murdock Trail, bike rentals and more.
We are excited to welcome a new Care Specialist to our Care Team at After.com. If you are interested in joining us in our mission to revolutionize the funeral industry, please apply now.