Customer Service Manager

Gene by Gene • Houston, TX

41d • Hybrid

About The Position

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.

Requirements

• 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.
• 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.
• Bachelor’s degree in Product, Business, Marketing, or a related field.

Nice To Haves

• Knowledge of a foreign language or specific experience in the ancestry, genetics, or biotech industry is considered a significant plus.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• 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.
• Generous 50% company match up to 6% of annual base salary for 401(k).
• Structured time off incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.
• Full company sponsorship of Short-Term and Long-Term Disability (STD/LTD) alongside Paid Family Leave offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager