Family Support Concierge

Bare Funeral Group Pty Ltd; United States; Remote; USD 35,000 - 43,000; Part time

Benefits offered by this job

Work-from-home flexibility

Autonomy

Friendly, supportive environment

Competitive remuneration

Job summary

Bare is seeking a Family Support Concierge to provide empathetic, organised, and confident phone-based support for families on weekends. This permanent part-time role operates a four-day roster (Fri–Mon) and is fully remote anywhere in Australia.

You will handle next steps, paperwork, and issue resolution, ensuring a smooth continuity of care for Bare Families across the country. The role emphasizes clear communication, problem-solving, and ownership with strong CRM familiarity, while offering

Qualifications

• Inclusive, empathetic communication with families during a difficult time.
• Ability to manage conversations calmly and resolve issues over the phone.
• Experience with CRM or ticketing systems in service roles is a plus.

Responsibilities

• Deliver weekend continuity of care for Bare families via phone-based support.
• Act as weekend point of contact, guiding families through next steps and paperwork.
• Capture and relay accurate case information to state leads and arrangers.
• Proactively follow up on approvals, quotes, and outstanding items.
• Ensure timely communication and handover notes for weekday teams.

Skills

Empathy

Communication

Problem-solving

Ownership

Phone-based communication

CRM familiarity

Remote work discipline

Education

Tools

CRM software

Ticketing systems

Job description

Who is Bare

Bare is Australia's most highly rated end of life business - supporting Australian families through the hardest time in their life.

We are a company dedicated to providing accessible, affordable end-of-life care to change the way that Australians deal with death. Our aim is to change the game in the funeral industry which has long provided expensive, traditional, cookie cutter services that don’t always meet the needs of the modern Australian.

By combining empathy with technology, we’re creating end-of-life experiences that are simple, personalised and affordable. In only five years, we’ve served more than 50,000 families, have become Australia’s most awarded end-of-life provider (with awards in customer service, innovation and digital disruption), and have built a team of more than 200 people committed to changing the way Australians deal with end-of-life. And we’re just getting started.

Hear more about our story here!

The Opportunity

We’re looking for an empathetic, organised and confident communicator to join as our Family Support Concierge, giving families we’re already supporting excellent continuity of care over the weekend, the time when our Arrangers and State Leads are resting.

Bare’s End-of-Life Concierges are front-and-centre in creating amazing experiences for families going through one of the hardest times in their lives. You’ll be phone-based, supporting families already working with Bare: they may be calling to understand the next step, update details, ask about paperwork, resolve an issue, check on arrangements, or get help when something feels unclear or overwhelming. Your job is to make things easier: listening carefully, showing genuine empathy, taking owner

This is a permanent part-time position, working a fixed four-day roster of Friday, Saturday, Sunday and Monday. It’s a fully remote role, based anywhere in Australia.

What You’ll Be Doing

In this role, you’ll be responsible for delivering the weekend experience for the Bare Families we’re already caring for across the country; prioritising direct family communication and operational troubleshooting. Day to day, this includes (but isn’t limited to):

Friday: Weekend handover & planning

• Meeting with State Leads to understand the key issues, priorities and potential risks requiring attention over the weekend.
• Reviewing Monday and Tuesday’s ceremonies to identify outstanding requirements and ensure each service is ready.
• Establishing priorities for the weekend and identifying anything that may require proactive follow-up with families, arrangers or vendors.

Saturday & Sunday: Family support & service coordination

• Acting as the weekend point of contact for families, helping to keep arrangements moving and providing continuity of support outside normal business hours.
• Making required family calls, ensuring families receive timely communication and the information needed to progress arrangements.
• Proactively following up outstanding approvals, quotes, paperwork and other requirements for Monday and Tuesday services, identifying and resolving issues before they become weekend or service-day problems.
• Maintaining accurate case information and ensuring critical updates, including collection dates and other arrangements, are reflected in the appropriate files.
• Monitor family correspondence across state and service inboxes and ensure enquiries are acknowledged, actioned and appropriately handed over.
• Coordinating with vendors to resolve outstanding requirements for upcoming ceremonies.
• Completing necessary paperwork with families over the phone, helping remove barriers and keep arrangements progressing.
• Taking ownership of last-minute changes affecting Return of Ashes issues and other time-sensitive matters requiring weekend intervention.

Monday: Weekend debrief & continuity

• Providing State Leads and Arrangers with a clear handover of weekend activity, including issues resolved, outstanding matters and anything requiring follow-up.
• Ensuring important family, vendor and operational information is carried forward so the weekday team can pick up seamlessly.

Hours & Logistics

Times are Melbourne time (AEST/AEDT), stretched to cover Australian time zones: Friday 10:00am–6:00pm, Saturday and Sunday 9:00am–6:00pm, and Monday 8:00am–3:00pm. Roughly 31 hours a week in total.

What We’re Looking For

Essential

• A genuine love of talking to, and helping, people from all walks of life
• Strong problem-solving skills and confidence taking control of a difficult conversation
• Emotional maturity, patience and empathy — with the ability to stay calm when someone else is stressed
• Strong ownership: you don’t pass the problem on, you see it through to resolution
• Clear communication over the phone, and comfort working with structured systems and processes
• Good judgement around when to follow the process and when to elevate
• Comfortable working a fixed Friday–Monday, weekend-weighted schedule, with reliable internet and a private space to take sensitive calls
• Very strong attention to detail - your role strongly impacts the work of your colleagues during the week so your hand-over notes must be clear and detailed.

Ideal

• Experience in customer service, call centres, healthcare, aged care, funerals, insurance, banking, complaints handling or other high-volume support environments — valuable, but not essential
• Familiarity with CRM/ticketing systems

What’s in it for me?

Someone in our end-of-life team recently described their role this way: “This is the most impactful work I’ve ever done. I feel lucky to be able to help people that truly need support.” So, there’s that. We’ve also been named one of the 2026 Top 10 Inspiring Workplaces across Australasia — proof that our people-first culture is more than just talk. #PeopleFirst

In addition, we offer:

• Great opportunities for personal growth, promotion, and career development
• Work-from-home flexibility — with plenty of autonomy and trust
• A friendly, fun, and supportive environment — people genuinely love what they do at Bare
• Competitive remuneration package
• The chance to make an impact at one of the most critical moments in someone’s life

The main reason you’ll join, though, is because you believe in what we do and are excited to truly transform an industry.