Family Experience Architect

Earth; Las Vegas (NV); On-site; USD 50,000 - 80,000; Full time

Job summary

Earth in Las Vegas seeks a Family Services Specialist to be the primary contact for families, delivering exceptional support from tours to billing discussions. You will handle in-person visits, phone calls, emails, and tickets, ensuring every family feels informed and cared for.

This role is a jack-of-all-trades on a small team, requiring proactive ownership and strong service orientation. You will coordinate with insurance and travel protection partners, maintain accurate records, and provide

Qualifications

• 5+ years of professional experience, with at least 3 years in customer service, customer success, or family services.
• Front-facing experience such as crisis hotlines, retail, or restaurants is highly relevant.
• Exceptional interpersonal skills with the ability to communicate compassionately and clearly with families during sensitive times.
• The energy to be "on" all day, moving between tours, calls, and tickets while staying warm and present with every family.
• 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.

Responsibilities

• Conduct virtual and in-person tours of the facility (about three per day), educating families about our process and what sets Earth apart.
• Host and facilitate webinars that provide education and support to prepaid families.
• 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.
• Cover for teammates on help desk tickets and phone lines so families are never left waiting.
• Partner with insurance and travel protection partners to coordinate benefits and resolve coverage questions.

Tools

HubSpot

Job description

Earth in Las Vegas seeks a Family Services Specialist to be the primary contact for families, delivering exceptional support from tours to billing discussions. You will handle in-person visits, phone calls, emails, and tickets, ensuring every family feels informed and cared for.

This role is a jack-of-all-trades on a small team, requiring proactive ownership and strong service orientation. You will coordinate with insurance and travel protection partners, maintain accurate records, and provide