People & Culture
The quiet moments often say the most
In this profession, service rarely announces itself. It lives in small gestures, the ones families often feel more than they see. A pause before answering a difficult question, a hand extended when someone is unsure where to go, a willingness to stay present for as long as needed. Funeral directors know these moments by heart. Our team tries to mirror that same spirit in the ways we support partners and help families honor the people they love.
Why service feels especially urgent today
Families are navigating more complexity and emotion than ever. Every call, every upload, every question carries weight. As expectations shift, the steady presence of local funeral homes remains a grounding force. At Chptr, our role is not to change that but to reinforce it. We simply help amplify the stories families want their communities to understand.
The many ways service takes shape inside Chptr
When we asked team members across Customer Success, Product, Partnerships, Growth and Marketing what service means to them, their answers were deeply personal. Each perspective was different, yet they shared an unmistakable throughline: service is an act of character, expressed through care.
Below, are themes brought to light by various members of the Chptr team. Each one helps guide our work every day.
Commitment
For Stephanie, service is rooted in how you show up, not just what you deliver. She approaches each family with sensitivity, knowing that even small interactions hold emotional weight. Whether she is creating tribute videos, offering updates, or answering questions, she focuses on making the experience feel personal and dependable. To her, commitment means doing your best even when no one sees the effort.
“Service is not just what you do, but how you do it… with kindness, empathy, respect, and care.”
– Stephanie, Customer Success Associate
Presence
Rehan describes service as something that begins long before a task and reaches far beyond a result. His background in hospitality taught him the value of genuine presence, the kind that makes people feel safe and supported. Inside Chptr’s culture, he sees service expressed through sincerity, patience, and the willingness to walk with someone at their pace. He often shares stories of moments when showing up fully made all the difference. For example, the four and a half hours the Customer Success team spent with a widow who simply needed someone on the other end of the line.
“I’m walking alongside you. Not leading, not pushing, not holding you back… just with you.”
– Rehan, Founder and CEO
Connection
Jamie brings service to life through anticipation. She listens closely to families and partners, then carries their feedback back to the team so every touchpoint becomes easier and clearer. She sees herself as the bridge between needs and solutions, always looking ahead so families never feel the friction. Connection, for her, is the thread that turns care into forward momentum.
“Service is going above and beyond. It is meeting needs and often predicting needs before they arise.”
– Jamie, VP of Customer Success
Relationships
Katie believes the most memorable service is defined by feeling, not function. She centers every interaction on helping people feel heard, respected, and valued. When families and partners feel understood, she says, the work strengthens naturally. Her approach is simple, consistent, and grounded in relationships that grow over time.
“Service is ultimately about relationships, not tasks.”
– Katie, Customer Enablement Associate
Impact
Jeff has spent the past two years helping local TV stations tell memorial stories with care. He describes the work as meaningful because it honors people publicly and helps communities understand who they’ve lost. He loves seeing how broadcast memorials extend the care that funeral homes already provide. For him, impact comes from helping families feel seen on a larger stage.
“Sharing these stories on local TV creates a celebration of life that feels meaningful and impactful.”
– Jeff, Chief Commercial Officer
Character
Elyse believes service is defined by the values behind it. She sees her work as an opportunity to honor families by amplifying stories with respect and intention. She focuses on helping people feel recognized and supported, especially during moments when they may feel overwhelmed. Character, as she describes it, is the quiet foundation of meaningful service.
“Service is rooted in human connection and the desire to make someone’s life better.”
– Elyse, Marketing Operations Associate
Care
Carlos carries service into the product spaces families may never see directly but always feel. He focuses on building experiences that remove friction and strengthen trust. One small improvement, he says, can make a difficult moment easier. Care, in his world, means designing tools and processes that genuinely help people move through their grief with fewer barriers.
“Service is providing meaningful value that makes someone’s life easier or better.”
– Carlos, Head of Product
Clarity
Jenny sees service as a combination of care, clarity, and thoughtful intention. For her, it begins with showing up for people in the moments that matter and listening deeply enough to understand what they’re carrying. She focuses on reducing complexity across every interaction so families, funeral directors, and partners can move forward with confidence. Whether she is shaping communication, improving systems, or simplifying workflows, she centers her work on making experiences easier, lighter, and more meaningful. At its core, her perspective is simple: when you help people feel understood and supported, trust grows naturally.
“Service is making the complicated feel clear, the heavy feel lighter, and the important feel accessible.”
– Jenny, Head of Growth
What these voices share
When you hear these reflections together, it becomes clear that service is not one approach or one definition. It is a collection of values held by people who care deeply about the families and partners they support. It is a mindset inherited from funeral directors, who have long modeled what real service looks like in practice.
Looking ahead, together
As we move forward, our commitment remains rooted in these same values. We will keep showing up with connection, character, and care. We will keep telling stories that honor every life. And we will keep walking alongside you in the work you carry every day.
Thank you for letting us be a small part of the service you provide.
