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.As a Customer Solutions Associate at Ancestry you will be responsible for supporting our members on their remarkable journey to discover, preserve and share the story of what led to them, assisting across a range of products that enrich our customers’ understanding of themselves, their place in history and the true meaning of family. We believe that connecting the pieces of our family story can give us the deepest sense of who we are.Our Team:
At Ancestry you will work alongside a like-minded group of friendly, helpful and supportive teammates.We cultivate a lively team spirit and with less than 50 Member Services colleagues at our Dublin site, we’re able to maintain that cosy family-feel.We work in a fast paced and constantly changing environment, and we believe that great teamwork is necessary for us to succeed.Your Team Manager will support you every step of the way with bi-weekly 1-to-1s and ongoing coaching.
About the Role
As a Customer Solutions Associate you’ll be challenged daily, solve head-scratching problems and hear fascinating stories from our members.We support our Members through multiple channels: Phone, E-mail, Live Chat and Social Networks.Ancestry Members are passionate about our products and deserve best-in-class support from us; to uphold this you will work within service level targets and hit KPI’s, constantly striving to exceed expectations.Their questions cover everything from starting an account to understand DNA results and website navigation.Problems are often rooted deeper than expected, so you will have to do some detective work and dig down to uncover the solution. You will become an Ancestry power user in order to quickly and effectively resolve complex member queries.Education is key to enhancing the longer term member experience, so you will help them learn about product features, solutions for family research, and much more.We support our customers seven days a week from 7am until 9pm, so we work on a shift basis including weekends.
Who You Are
While previous Contact Centre experience is a plus, what we are truly looking for is a passion for customer care and a positive attitude. We can show you the rest! There are a few other things you’ll need to thrive at Ancestry:
You enjoy and thrive in a fast-paced environment and like to be challenged every dayYou meet challenges with enthusiasm and positivityYou are fairly tech savvy and love solving problemsYou are friendly and open, but able to be firm when necessaryYou have the ability to communicate solutions clearlyYou are flexible and able to work shiftsWorking for AncestryOur award winning International HQ is located in the heart of Dublin’s Silicon Docks. It’s a stone’s throw from the Bord Gais Energy Theatre, the 3 Arena and the iconic Samuel Beckett Bridge. We offer our employees a great rewards package, with 25 days holiday, healthcare, dental, pension and gym reimbursement to name a few. We also occasionally indulge in at-home wine tasting, burrito making and BBQ (thanks Sports & Social)! You will also get a free AncestryDNA kit and full Ancestry membership to help you discover your own story. For additional information, regarding our benefits and career information, please visit our website at http://ancestry.com/careers.ApplyIf you love helping people and are looking for a role that's not your average customer support, apply now to join the Ancestry family!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.