Customer Service Manager

Familytree DNA Customer Service Manager

Our mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

We are seeking a highly dedicated, metric-driven, and innovative FamilyTree DNA Customer Service Manager to lead our support operations and elevate our customer experience. This is not a traditional management role; we are looking for a leader who holds their staff to the highest standards of accountability and uses data to drive every decision.

In this role, you will be the primary architect of a seamless, value-driven journey for our customers. You will transcend conventional service by optimizing customer experience, enhancing group event experiences, and leveraging cutting-edge technology—including the responsible implementation of AI—to ensure every interaction fosters trust and long-term loyalty.

Accountabilities and Responsibilities

• Metric-Driven Leadership & Accountability
  • Oversee and lead a team of 15–20 FamilyTreeDNA Customer Service Representatives across multiple teams, ensuring high performance and operational excellence.
  • Drive staff accountability by conducting consistent 1:1 meetings and formal performance reviews; take decisive action when standards are not met by overseeing the disciplinary process and developing rigorous Performance Improvement Plans (PIPs) to course-correct or transition underperforming staff.
  • Establish, monitor, and enforce strict KPIs, Quality Assurance and performance metrics, utilizing data and feedback to identify trends and make high-level, data-driven decisions.
  • Work alongside Customer Service Representatives to provide hands-on guidance, training, and support, improving customer interactions to ensure they are consistently positive and value-driven.
  • Monitor order placement, test progress, and issue resolution to ensure all operational targets are met and customer trust is maintained.
• Innovation & System Integration
  • Drive innovation by identifying and responsibly implementing tools to improve response times, accuracy, and customer self-service options.
  • Lead or support system migrations and implementations, ensuring transitions are seamless for both the staff and the customer base.
• Operational Excellence
  • Oversee the delivery of value-added services, including personalized recommendations and solutions that enhance the customer journey.
  • Collaborate with logistics teams and CSRs to ensure the entire testing and delivery process is efficient and satisfies customer expectations.
  • Provide guidance on complex tasks such as order placement, tracking test progress, and assisting customers with the interpretation of their DNA results.
• Strategic Support
  • Support the Group Administrator Program (GAP) and group events/conferences through meticulous planning, staffing management, and logistics coordination.
  • Collaborate cross-departmentally to ensure a consistent brand experience across all touchpoints.

Position Requirements

• Skills and Knowledge
  • A proven ability to manage 10-20 people, holding individuals accountable to defined goals and performance standards.
  • Strong aptitude for critical thinking, problem-solving, and utilizing analytics to drive strategy.
  • Exceptional interpersonal skills and the ability to simplify intricate scientific or technical concepts for non-experts.
  • Excellent organizational skills with a passion for customer-centric innovation.
  • Capacity to thrive in a dynamic team environment and lead through change.
• Experience
  • Minimum of 3 years of experience in a ticketing or call center leadership position.
  • Proven track record as a Customer Service Customer Experience Manager with a focus on metric-based process improvement.
  • Mandatory experience leading or participating in system migrations or software implementations.
  • Advanced competence in Microsoft, Zoho, and Google products.
  • Demonstrated experience using AI tools responsibly to enhance workflow or customer outcomes.
  • Knowledge of a foreign language or specific experience in the ancestry, genetics, or biotech industry is considered a significant plus.
• Education
  • Bachelor's degree in Product, Business, Marketing, or a related field.
• Schedule & Training
  • Training: Minimum of three weeks of on-the-job training is provided.
  • Work Schedule (after training): Monday to Friday, with some Saturdays as required.

Key Relationships / Stakeholders

• Internal Stakeholders
  • Vice President, Operations — reporting line, priorities, and performance reviews
  • Customer Service Team Leads and Representatives — direct leadership and development
  • Laboratory Operations — sample status, turnaround times, and result-related inquiries
  • Product and IT teams — platform issues, tooling, and customer-facing improvements
  • Marketing and Sales — promotional campaigns, volume forecasting, and messaging alignment
  • Compliance and Privacy — handling of sensitive genetic and personal data inquiries
  • People, Performance and Culture — hiring, performance management, and team development
• External Stakeholders
  • Customers across FamilyTreeDNA, myDNA, Inc., and Gene by Gene Laboratory Services product lines
  • Shipping and logistics partners — kit delivery and returns issues
  • Customer service platform and telephony vendors
  • Strategic partners with shared customer touchpoints

Decision Making

• Decisions this role makes alone
  • Day-to-day team scheduling, workload allocation, and channel prioritization
  • Resolution of standard customer escalations, including goodwill gestures within approved limits
  • Updates to service scripts, macros, knowledge base content, and internal workflows
  • Coaching actions and informal performance feedback for direct reports
• Decisions this role makes under guidance
  • Hiring decisions and team structure changes within approved headcount
  • Formal performance management actions and compensation recommendations
  • Selection or material changes to customer service tools and vendors
  • Changes to service-level targets and published customer commitments
• Decisions this role escalates
  • Refunds, credits, or remediation beyond approved authority limits
  • Legal, regulatory, or privacy-sensitive matters, including potential data incidents
  • Media-sensitive or reputationally significant customer situations
  • Headcount additions or budget changes beyond the approved plan

Why Join Us

At Gene by Gene, you'll join a mission-driven team advancing the science of genetics and discovery. You'll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact.

Comprehensive Benefits

• Medical & Health Savings: Choice of 3 medical tiers generously sponsored by the company, with a monthly $50–$100 employer HSA contribution based on plan type and dependent level.
• 100% Covered Dental & Vision: No premium costs for employees or dependents.
• 401(k) Matching: Generous 50% company match up to 6% of annual base salary.
• Diverse PTO Framework: Structured time off