Customer Solutions Supervisor - Growth and New Product

  • Ancestry
  • Sep 28, 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.
Ancestry is looking for a Customer Solutions Supervisor to join our Growth and New Product Support team. This team provides customer support and processes updating company managed content on Find A Grave and We Remember. An ideal candidate already holds excellent management and customer support skills which build team engagement and promote high performance, is goal oriented, has exceptional communication skills and is enthusiastic about leading, assisting, empowering, and collaborating with a team. This position is essential for providing a leadership role in supporting customers for two of Ancestry’s Emerging Businesses.

What You'll Do:

Manage, train, coach, and assist the support team with their workConsistently resolve any customer related concernsProvide written and verbal responses to complex customer complaints which are highly escalatedReview administrative systems, collaborating with management and developmentGather and share feedback regarding customer interactionsCreate and upkeep relevant support documents, trainings, team schedules, and team siteInnovate and refine processes proactivelyPlan and conduct weekly team meetings and 1:1sPerformance management, growth, and development at individual and team levelDevelop collaborative working relationships with external teams; the point of contact for various products, processes, or issues.

Who You Are:

2+ years experience in customer support team management Bachelor’s degreeStrong writing, customer service and solution skillsAdvanced skills in Office suite and Salesforce. Bilingual preferredDemonstrated leaderBe self-motivated, organized, and able to create and execute new ideas
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.