Client Relations Specialist/Project Manager (Remote)

Legacy Tree Genealogists•Salt Lake City, UT

5d•Remote

About The Position

This job opening will remain open until our growing team is fully staffed. We at Legacy Tree Genealogists love helping people all over the world (in over 50 countries!) discover their heritage. We get up in the morning and do things like tell a client her birth father’s name, connect cousins in China, and share documentation that an ancestor used an alias and actually fathered two families – at the same time, in two different countries. For over 20 years we’ve been changing people’s lives forever by answering some of their deepest questions. Legacy Tree needs additional support to keep providing the highest-rated genealogy research in the world to our clients. This is where you come in! We need exceptional people on our Project Management team who are able to build and maintain solid trust-centered relationships with our clients.

Requirements

Warm and professional communicator via phone, email, and text.
Skilled at putting clients at ease and building their trust.
Naturally empathetic and genuinely enjoy helping others.
Excellent attention to detail, can juggle multiple responsibilities gracefully, and excel at staying on top of deadlines.
Comfortable following and improving internal processes.
Stay calm under pressure and can de-escalate concerns with grace and patience.
Enjoy learning new tools and systems and are comfortable navigating tech platforms.
Passionate about genealogy and want to help others explore their family stories.
Comfortable with Microsoft Office suite, particularly Word and PowerPoint (even better if that includes OneDrive), as well as Google Docs Editors suite including Google Docs and Google Sheets.
Experience with genealogy software (we use RootsMagic).
A quiet, dedicated workspace, a reliable computer, at least two monitors, and strong internet access.

Nice To Haves

Bachelor’s Degree or equivalent work experience.
Personal or professional genealogical research experience.
Experience in customer service, hospitality, or another client-facing role.
Supported emotionally sensitive or personally meaningful client journeys.
Experience with OneDrive.
Experience with Google Docs and Google Sheets.

Responsibilities

Act as the main point of contact for clients, guiding them through each stage of their genealogy project.
Build rapport with clients through clear, timely, and empathetic communication via email, phone, and video meetings.
Onboard new clients by reviewing their goals, helping them navigate our New Client Checklist, and answering initial questions about the research process.
Facilitate the smooth setup of each project by collecting and organizing client materials (documents, family trees, DNA access, etc.).
Collaborate with internal teams to ensure deliverables are clear, polished, and aligned with the client’s expectations.
Review research results through the client’s lens—editing reports and updates as needed to ensure clarity, compassion, and professionalism.
Troubleshoot concerns, address questions, and gently guide clients through unexpected findings with care and sensitivity.
Support client reorders by recognizing their ongoing research needs and suggesting next steps when appropriate.
Help maintain client satisfaction metrics, reorder rates, and internal communication logs using project management tools.
Proactively flag and resolve issues before they escalate, leaning on a strong understanding of our internal workflows and values.