Senior Customer Relations Supervisor

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