Job Overview
Location
Remote - Ireland
Job Type
Full-time
Category
Customer Success
Date Posted
May 2, 2026
Full Job Description
đź“‹ Description
- • As an International Customer Solutions Associate at Ancestry, you will serve as the empathetic voice of the company, guiding members through their family history journey while driving retention and personalized growth opportunities in a remote-first, performance-driven environment.
- • Day to day, you will engage members over the phone, listen to their stories with care, navigate the Ancestry platform to resolve technical issues, recommend tailored subscription options, and convert support interactions into retention and sales opportunities while meeting KPIs such as CSAT, sales conversion rate, and average handle time.
- • You will join a tight-knit, member-focused team within Ancestry’s global leader in family history, which empowers personal discovery through over 40 billion records, 3 million subscribers, and 23 million people in its DNA network, fostering an inclusive culture where diverse perspectives are valued.
- • In this role, you will develop strong consultative communication, data-driven performance management, and sales-support hybrid skills, with access to ongoing coaching, LinkedIn Learning, Hone, and education reimbursement to grow your expertise in customer success and retention strategies.
🎯 Requirements
- • Comfortable in a sales environment and able to turn support calls into growth opportunities by matching member needs with the right products
- • Metric-minded with the ability to thrive on targets and use KPIs to measure impact
- • Naturally curious and passionate about the customer experience, with storytelling ability to create meaningful connections
- • Technically adept, comfortable navigating multiple software applications (e.g., Salesforce, Zendesk, Verint) simultaneously while maintaining high-quality conversations
- • Available to attend a mandatory 6-week training programme starting 26th June 2026, with no holidays permitted during this period
- • Able to work the scheduled shift of 12:30 PM to 9:00 PM, Monday through Friday, with strict adherence to schedule as a core performance metric
🏖️ Benefits
- • Competitive salary of €32,032 per year
- • Health and dental care, plus a monthly €80 wellbeing reimbursement
- • Once-off $250 WFH allowance and monthly $105 WiFi reimbursement for remote work support
- • Free Ancestry All Access Subscription and optional AncestryDNA kit to begin your own discovery journey
- • 25 days holiday plus 10 bank holidays annually
- • Auto-enrolled company pension scheme and annual discretionary bonus
- • Ongoing coaching, LinkedIn Learning, Hone access, and further education reimbursement for learning and growth
Skills & Technologies
About Ancestry.com LLC
Ancestry.com LLC is a leading genealogy and family history company that provides consumers with access to historical records, DNA testing services, and family tree-building tools. The company operates a subscription-based platform that enables users to explore their ancestry through digitized archives, census data, vital records, and user-contributed family trees. Ancestry also offers AncestryDNA, a direct-to-consumer genetic testing service that helps individuals uncover ethnic origins and connect with genetic relatives. Headquartered in Lehi, Utah, Ancestry serves millions of customers worldwide and leverages data science and AI to enhance record matching, ethnicity estimates, and historical insights. The company combines technology, content, and community to help people discover, preserve, and share their family history.
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