Member Trust Specialist (German)

  • Ancestry
  • Jan 08, 2022

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 30+ billion digitized global historical records, 100+ million family trees, and 20+ 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.
We are looking for a customer obsessed German speaking Member Services expert to join our Trust team.As our members go through their journeys of personal discovery, the Trust Team are there to collaborate with Ancestry stakeholders and to assure quality. The Trust Team ensures that even the trickiest of queries, concerns and back-office processes are handled with ease and care and with 100% respect to our member’s data and privacy. 

What will you be doing?

You will take ownership of specialized customer queries such as account ownership transitions, privacy queries and billing/refund questions.You will monitor, evaluate, and document agents’ performance through contact assessments, and provide feedback necessary to meet quality goals and expectations.Prepare reports regarding trends and performances. Identify and take ownership of process improvement and issue resolution.Handle queries in relation to GDPR, including record removal requests. You will be responsible for processing the manual processing of refunds. You will actively promote and drive new ways to improve the member experience and ensure we deliver World Class Customer Service.You will be working closely with multiple departments including legal and media programming.

Who you are:

You are empathic and customer obsessed.You have a proven record of excellence in the role of a Customer Service Associate or similar You have demonstrable critical thinking & problem-solving skills.You have exceptional written and verbal communication skills. You are a team player with a strong work ethic.You have a strong awareness of the importance of customer privacy.You are flexible in taking on ad-hoc tasks and adaptable in understanding business needs.You speak and write fluent German and English.
Helping people discover their story is at the heart of ours.  Ancestry is the largest provider of family history and personal DNA testing, harnessing a powerful combination of information, science, and technology to help people discover their family history and stories that were never possible before. Ancestry’s suite of products includes: AncestryDNA, AncestryProGenealogists, Fold3,, Find a Grave,, and Rootsweb.
We offer excellent benefits and a competitive compensation package. For additional information, regarding our benefits and career information, please visit our website at
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.