Customer Solutions Supervisor - Growth and New Product 

MS Administration Support | Lehi, Utah, United States

Customer Solutions Supervisor - Growth and New Product

  • Lehi, Utah, United States
  • MS Administration Support
  • 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, 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.

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. You already hold excellent management and customer support skills which build team engagement, and are enthusiastic about leading a team. You will be essential for providing a leadership role which supports customers for two of Ancestry's products. You will report to the Senior Manager of Member Services Administration Support.

What You Will Do:

  • You will manage and train the support team with their work
  • You will resolve any customer related concerns
  • You will provide written and verbal responses to complex customer complaints which have been escalated
  • You will review administrative systems, working with management and development
  • You will gather and share feedback regarding customer interactions
  • You will create and upkeep relevant support documents, trainings, team schedules, and team site
  • You will improve and refine processes
  • You will conduct weekly team meetings and 1:1s
  • You will oversee performance management and development at individual and team level
  • You will develop collaborative working relationships with external teams; you will be the contact for multiple products, processes, or issues.

Who You Are:

  • You have 2+ years experience in customer support team management
  • You have a Bachelor's degree
  • You have experience communicating with customers and resolving concerns by email
  • You have advanced skills in Office suite and Salesforce
  • You have experience with creative problem solving
  • You can evaluate situations, make decisions, make assignments, and assume responsibility for your team


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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