Customer Service Manager

Position Overview

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.

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

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 incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.
• Income Protection & Family Leave: Full company sponsorship of Short-Term and Long-Term Disability (STD/LTD) alongside Paid Family Leave offerings.

• About Company ---

Our Purpose

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.