Senior Customer Relations Supervisor

Job Description

Job Description

About Ancestry:

When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, connects everyone with their past so they can discover, preserve, and share their unique family stories. With our unparalleled collection of more than 65 billion records, over 3.5 million subscribers, and over 27 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving, and sharing the most important information about themselves and their families.

We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office- see the full list of eligible US locations HERE). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.

Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve. 

Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.

About iMemories

iMemories, owned by Ancestry, is a category leader in digitizing and preserving personal family memories. By combining innovative technology with a seamless online experience, iMemories makes it simple, convenient, and secure for consumers to convert legacy media such as tapes and film reels into digital formats that can be easily stored, accessed, and shared across devices. As part of the Ancestry family, iMemories is expanding its impact by helping people preserve, connect with, and share their most meaningful life moments.

 

Position Overview

The Sr. Customer Relations Supervisor is responsible for leading day-to-day team performance and ensuring the effective execution of Customer Relations operations. This role provides hands-on supervision, coaching, and performance management for Customer Relations Associates, with a strong focus on accountability, service quality, and continuous improvement.

 

Acting as a working supervisor and key partner to the Customer Relations Manager, this position plays a critical role in reinforcing performance expectations, addressing escalated customer concerns, and driving operational excellence across the team.

What you will do...

Supervision & Team Leadership

• Directly supervise and support the daily activities of Customer Relations Associates, including workflow coordination, task prioritization, and real-time guidance

• Foster a high-performance, accountable team environment focused on service quality and efficiency

• Lead team huddles, communications, and training to ensure alignment with departmental goals and expectations

• Assist with onboarding and training of new team members

Performance Management & Coaching

• Monitor and analyze individual and team performance metrics, including productivity, quality, and customer satisfaction

• Provide consistent coaching, feedback, and development support to reinforce expectations and improve performance

• Execute performance management processes, including documentation, corrective actions, and follow-up

• Identify performance gaps and partner with leadership to implement improvement plans

• Prepare and maintain reports on team performance and operational metrics

Escalation & Customer Issue Resolution

• Serve as the primary point of contact for escalated customer interactions, including complex, sensitive, or high-impact issues

• Resolve escalations with professionalism, urgency, and a customer-first mindset

• Provide real-time support and guidance to team members handling challenging customer situations

• Identify root causes of escalations and recommend process or training improvements to reduce recurrence

Process Improvement

• Support implementation of process improvements and workflow efficiencies aligned with departmental goals

• Ensure adherence to Standard Operating Procedures (SOPs) and provide input for updates based on operational insights

• Assist with staffing coordination and labor allocation to meet service levels and business demands

• Collaborate cross-functionally to support order completion and resolve customer issues

• Conduct research related to customer orders, media inquiries, or service issues as needed

• Provide technical support for iMemories applications to customers and internal teams

• Perform other duties as assigned

Who you are...

Qualifications / Education

• Minimum of 4 years of customer service experience, with 1–2 years of proven supervisory or team leadership experience

• Demonstrated experience in coaching, performance management, and team development

• Strong experience working with performance metrics, reporting, and continuous improvement initiatives

• Associate’s or Bachelor’s degree preferred

Skills & Competencies

• Strong leadership and team supervision skills

• Effective performance management and coaching ability

• Advanced conflict resolution and escalation handling skills

• Excellent written and verbal communication

• Highly organized with the ability to manage multiple priorities in a fast-paced environment

• Proficiency with computer systems (Mac, PC, and/or Linux preferred)

• Working knowledge of Microsoft Office or Google Workspace

• Media handling/identification experience (videotape, film reels, audio, images) is a plus

• Positive, team-oriented mindset with a strong customer focus

Physical Demands :

 

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This role may require sitting or standing for extended periods, as well as occasional walking. Some reaching, bending, or lifting may be required for filing or handling materials. Proper lifting techniques should be used.

 

Work Environment :

 

The work environment characteristics described here are representative of those encountered while performing essential job functions. Reasonable accommodations may be made as needed.This role operates primarily in a standard office environment. Occasional exposure to shipping/receiving areas may occur. No special safety equipment is required.

 

**This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

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 candidates who live in San Francisco, CA, 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.