International 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.

Our member services team is the heartbeat of this mission. We aren't just technical support; we're guides who lead with empathy. We help customers connect with Ancestry so they can succeed in their journey of discovery. Our passion for customers drives our progress, and a deep respect for every story guides every interaction. We believe diverse perspectives help us achieve our mission, and we collaborate with candor to get there.

About the Role

As a Customer Solutions Associate (CSA), you are more than an agent; you are a partner in discovery. This is a phone-based role in which you will be the voice of Ancestry to our members. While the role is remote-first, it maintains the pace, structure, and performance rigour of a traditional call centre. You'll help members navigate their personal history and find the right tools to go further. This role is a specialised blend of empathetic support, proactive retention, and tailored sales. You'll protect our member community through high-quality retention efforts and identify opportunities to make personalised offers that help members see even more of their story.

• Start Date: 26th June 2026. We’ll kick things off with a 6-week training programme from this date, so we’ll need all new joiners to be fully available to attend throughout this period. As a result, we won’t be able to accommodate holidays during the training.

• The Environment: A fast-paced, remote-first environment (based in ROI) with a tight-knit team that meets in person once a quarter to collaborate.

• The Schedule: 12:30 PM to 9:00 PM, Monday through Friday. (Because our members rely on us, staying on track with your schedule (Adherence) is a core part of how we measure success)

What You’ll Do

• Voice of the Member: Spend most of your day engaging with members over the phone and listening to their stories with care.

• Guide Member Discovery: Use your expertise to navigate our platform, resolve technical hurdles, and recommend the best subscriptions for their specific journey.

• Drive Revenue Growth: Save memberships for those looking to leave and use sales skills to convert new opportunities. You'll ensure members always have the best tools for their research.

• Own Your Performance: You will work in a data-driven environment, consistently meeting and exceeding specific KPIs and performance metrics, including CSAT (Customer Satisfaction), Sales Conversion Rate, and Efficiency (AHT).

• Maintain a Data First Posture: Protect member data with a privacy-first mindset.

Who You Are

• A Natural Closer: You're comfortable in a sales environment and enjoy turning a support call into a growth opportunity. You match member needs with the right product so offers feel like help, not a pitch.

• Metric-Minded: You thrive on targets and use KPIs to measure the positive impact you’re making.

• A Natural Storyteller: You have a passion for the customer experience and can turn a standard support call into a meaningful connection.

• Curious by Nature: You love to explore and you're always looking for new tools to improve the member experience.

• Candid & Collaborative: You value different opinions and provide clear, actionable feedback with care and consideration for your teammates.

• Technically Adept: You are comfortable navigating multiple software applications (like Salesforce, Zendesk, and Verint) simultaneously while maintaining a high-quality conversation.

The Perks of Being Part of Ancestry

• Competitive Salary: €32,032 per year.

• Health & Wellness: Health and dental care, plus a monthly €80 wellbeing reimbursement. 

• Work From Home Support: A once-off $250 WFH allowance and a monthly $105 WiFi reimbursement.

• Discovery: A free Ancestry All Access Subscription and an optional AncestryDNA kit to start your own journey.

• Time Off: 25 days holiday plus 10 bank holidays.

• Learning & Growth: Ongoing coaching, LinkedIn Learning and Hone access, and further education reimbursement.

• Pension: Auto-enrolled company pension scheme. 

• Bonus: Annual discretionary bonus.

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.