Customer Solutions Associate - remote

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.

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 23rd of May 2025 and be available for 4 weeks training (paid).

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

You will be required you to attend the office in-person once every 3 months for collaboration with your team. However, the rest of the time you have the choice and flexibility to work where you like within the Republic of Ireland, but you must have sufficient WiFi to enable you to work from home.

What you will do

• You will build a positive experience with our customers through telephone and live chat; whilst navigating multiple software applications and technologies simultaneously

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

• You will pioneer through customer issues, solve problems and recommend the best solutions

• You will keep updated with business and product information and use this knowledge to help customers

• 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

• You're a problem solver who works well as part of a team

• You’re experienced Working from home is desirable but not essential

Our recruitment process

• Phone-call with our recruiter - 30 mins

• Technical Skills Assessment - 20 mins

  • Typing Speed

  • Written Communication

  • Home Internet Requirement Form

• Interview - 90 mins

  • Live Call Assessment

  • Live Chat Assessment

  • Competence-based interview

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

• The annual salary is €31,470

• RSU - Restricted Stock Units

• Annual Performance Based Bonus 

• 25 days holidays per year (pro rata) plus 10 bank holiday days (excluding training)

• Health and dental care for you and your dependents

• Monthly WiFi reimbursable allowance of $105

• Further Education Reimbursement

• LinkedIn Learning courses for all employees

• An Ancestry All Access Subscription 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
   

If you love helping people and are looking for a role that's not your average customer support role, apply now to join the Ancestry family! 

All offers are dependent on passing a background check. 

For additional information regarding our benefits and career information, please visit our website at http://ancestry.com/careers

Additional Information:

Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, colour, 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, civil status, family status, membership of the Traveller community, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability and require a reasonable accommodation or adjustment to support you during the interview process, please notify the recruiter.
All job offers are contingent on a background check screen that complies with applicable law.  

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.