Operations Support Specialist

  • Ancestry
  • Sep 09, 2021

Job Description

About Ancestry:When you join Ancestry, you join a human-centered company where every person’s story is important. We believe that by discovering the struggles and triumphs of our past, we can foster deeper bonds and more meaningful connections among families and communities. Our talented team of scientists, engineers, genealogists, historians, and storytellers is dedicated to empowering customers around the world from all backgrounds on their journeys of personal discovery.
With more than 27+ billion digitized global historical records, 100 million family trees, and 18 million people in our growing AncestryDNA database, Ancestry helps customers discover their family story and gain a new level of understanding about their lives. Passionate about dedicating your work to enriching people’s lives? You belong at Ancestry.
The Member Services Operations Support and Escalation Specialist will work in conjunction with the Operations Support Team, and the legal, Privacy, PR and DNA teams to help resolve corporate escalations and to process Quality Assurance evaluations for the front-line Customer Service Associates. The Operations Support and Escalation Specialist must have the ability to interact and communicate professionally both verbally and in writing. An emphasis will be placed on writing ability. Other responsibilities may include responding to copyright, privacy, Better Business Bureau, and Attorney General complaints. They must be able to rapidly develop subject matter expertise, and to complete high-quality work with very short deadlines. Finally, they must possess a keen ability to problem-solve, remain patient and calm during escalated customer interactions, and demonstrate excellent conflict resolution skills.

What You’ll Do:

Provide written and verbal responses to complex customer complaints which have escalated to the highest level within the company.Develop collaborative working relationships with associates, peers, leaders, and external partners, including the Legal, Privacy, PR, DNA, Media Relations, and information Security teams.Actively seek new ways to improve the customer experience and to ensure we deliver World Class Customer Support to all customers.Share knowledge and successful practices with associates, peers, and management. Adhere to schedule and meet productivity expectations. 

Who You Are:

Excellent writing skills, including being able to provide responses to complex customer complaints.Effective time management and prioritizing skills-demonstrate the ability to balance multiple tasks simultaneously. Manage escalation queues, evaluations, projects, critical tasks, and team responsibilities in an organized and effective manner.Goal oriented-strong knowledge and success in performance with Key Performance Indicators within Member Services. Specifically, average handle time, quality, adherence, attendance, customer satisfaction, productivity, and compliance. Use appropriate resources, time, and effort to achieve results, including completing Quality Assurance evaluations within established time limits and within calibration standards.3+ years of customer service preferred. 

Experience And Technical Skills:

Strong attention to detail, including the ability to quickly dissect and document a complex situation in a concise “story” narrative to debrief executives and other team members. In depth troubleshooting knowledge and solid familiarity of Ancestry and related products is strongly preferred. Excellent communication, interpersonal, time management, and organizational skills. Ability to draft responses on behalf of company Executives. 

Education:

High school diploma or equivalent is required. Bachelor’s degree is preferred. 
Additional Information:Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities.
All job offers are contingent on a background check screen that complies with applicable law.  For San Francisco office candidates, pursuant to the San Francisco Fair Chance Ordinance, Ancestry will consider for employment qualified applicants with arrest and conviction records.  
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.