Customer Solutions Associate - Social Media

  • 1300 West Traverse Parkway, Lehi, Utah, United States, 84043
  • Lehi, Utah, United States, 84043
  • Member Services
  • Full time

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, 125+ million family trees, and 22+ 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 Social Media Customer Solutions Associate monitors the daily interactions on Ancestry's Social Media channels, providing an exceptional customer experience by delivering solutions to member queries and engaging positively with our global community.

The role can require evening, weekend, and holiday availability. You will consistently meet or exceed all applicable targets and will work from Monday to Friday 10:30 am to 7:00 pm with rotating weekend work every four weeks on a Saturday and Sunday from 9:00 am to 5:30 pm. You will report directly to the Member Services Senior Team Manager.

What You Will Do:

  • You will respond to member posts via multiple social media channels across a variety of products and topics.

  • You will proactively reach out and engage with social posts or comments to foster a positive community spirit.

  • You will provide a positive interaction between team members, global social team, and international social media team, communicating to cultural differences across multiple geos.

  • You will be an advocate for the Ancestry brand and products.

  • You will notice positive/negative trends, highlighting concerns, and reporting technical issues to the appropriate teams

Who You Are:

  • You have 2+ years of customer service experience.

  • You have a degree in Social Media Marketing, or 1+ years of work experience in related field.

  • You have a knowledge and strong use of Social Media Channels - Facebook, Twitter, Instagram.

  • You have in-depth knowledge of Ancestry's processes and products including DNA, privacy, and research queries.

  • You can exercise good judgement when approaching sensitive topics.

  • You have a good working knowledge of Windows-based programs such as Outlook and Word.

  • You have contact center experience with an emphasis in Social Media interactions.

  • You have further education or degree preferred with a second language an advantage.

  • You have experience communicating in written format, with strong grammar skills, and an understanding of social media communication styles and interactions.

  • You can manage own projects and workload, and can determine project urgency and timeline in a practical way.

#LI-SW1

As a signatory of the ParityPledge in Support of Women and the ParityPledge in Support of People of Color, Ancestry values pay transparency and pay equity.  We are pleased to share the base salary range for this position: $23,000 - $87,000 with eligibility for equity and comprehensive benefits including health, dental and vision. The actual salary will vary by geographic region and job experience.  We will share detailed compensation data for a specific location during the recruiting process.  Read more about our benefits HERE.

*Note: Disclosure as required by sb19-085(8-5-20) and sb1162(1-1-23)


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.

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