Customer Solutions Associate

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, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 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). 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.

Ancestry needs passionate Customer Solutions Associates to join our International Member Services Team in Ireland. If you are customer-obsessed and want to work with a company that can change people's lives, we want you to join us on this mission.

Member Services

Ancestry's Member Services team provides technical support to guide our members through their journey, advises them on the services we offer, and tailors interactions to ensure our members receive the products that meet their needs. Our team members come from diverse fields, nationalities, and backgrounds, but what we have in common is enthusiasm for our product, passion for customer service, and a can-do attitude toward the role as it evolves. We achieve our goals together through teamwork and intelligent execution.

We are looking for people with curious minds who will bring excitement to match our innovative product!

About The Role

As a Customer Solutions Associate (CSA) focusing on retention, you will report to a Team Manager. You'll work in a call centre environment where you'll be challenged daily and hear fascinating stories from our members. This is a fast-paced role that is constantly evolving to meet the needs of our members.

You must be available to start on 20th September 2024.

This role has a set shift 2:30 pm –11 pm Monday through Friday. Please only apply if this shift pattern meets your needs.

What you will do

You will build a positive experience with our customers through telephone and live chat

You will provide a tailored interaction with the member, adding value to every contact

You will solve customer issues, using innovative thinking to recommend the best solutions

You will keep updated with business and product information

You will achieve and maintain targets against customer service, sales and retention, efficiency, QA, and issue resolution targets

Who you are

You have a passion for customer service

You are an experienced salesperson with a proven ability to upsell and retain customers

You have experience navigating between multiple channels of support

You enjoy meeting challenges and targets with enthusiasm and positivity

You have initiative and work well as part of a team

You have excellent written and verbal communication skills

Here are some things you can look forward to when joining Ancestry Member Services:

25 days holidays per year (pro rata) plus ten bank holiday days

Health and dental care for you and your dependents

Annual compensation review based on performance

A once-off $250 WFH allowance will help you set up your home office

Monthly WiFi reimbursable allowance of $105

Further Education Reimbursement

LinkedIn Learning courses for all employees

An Ancestry All Access Subscription gives you access to the world’s largest online collection of historical records and an AncestryDNA kit to get you started on your own journey of discovery

Four paid weeks of training

Ongoing coaching and development from your team manager