Senior Customer Relations Supervisor

Ancestry•Scottsdale, AZ

1d•Hybrid

About The Position

Ancestry is a global leader in family history, connecting people with their past to discover, preserve, and share their unique family stories. iMemories, owned by Ancestry, specializes in digitizing and preserving personal family memories by converting legacy media into digital formats. The Sr. Customer Relations Supervisor is responsible for leading day-to-day team performance and ensuring the effective execution of Customer Relations operations. This role provides hands-on supervision, coaching, and performance management for Customer Relations Associates, with a strong focus on accountability, service quality, and continuous improvement. Acting as a working supervisor and key partner to the Customer Relations Manager, this position plays a critical role in reinforcing performance expectations, addressing escalated customer concerns, and driving operational excellence across the team.

Requirements

Minimum of 4 years of customer service experience, with 1–2 years of proven supervisory or team leadership experience
Demonstrated experience in coaching, performance management, and team development
Strong experience working with performance metrics, reporting, and continuous improvement initiatives
Strong leadership and team supervision skills
Effective performance management and coaching ability
Advanced conflict resolution and escalation handling skills
Excellent written and verbal communication
Highly organized with the ability to manage multiple priorities in a fast-paced environment
Proficiency with computer systems (Mac, PC, and/or Linux preferred)
Working knowledge of Microsoft Office or Google Workspace
Positive, team-oriented mindset with a strong customer focus

Nice To Haves

Associate’s or Bachelor’s degree preferred
Media handling/identification experience (videotape, film reels, audio, images) is a plus

Responsibilities

Directly supervise and support the daily activities of Customer Relations Associates, including workflow coordination, task prioritization, and real-time guidance
Foster a high-performance, accountable team environment focused on service quality and efficiency
Lead team huddles, communications, and training to ensure alignment with departmental goals and expectations
Assist with onboarding and training of new team members
Monitor and analyze individual and team performance metrics, including productivity, quality, and customer satisfaction
Provide consistent coaching, feedback, and development support to reinforce expectations and improve performance
Execute performance management processes, including documentation, corrective actions, and follow-up
Identify performance gaps and partner with leadership to implement improvement plans
Prepare and maintain reports on team performance and operational metrics
Serve as the primary point of contact for escalated customer interactions, including complex, sensitive, or high-impact issues
Resolve escalations with professionalism, urgency, and a customer-first mindset
Provide real-time support and guidance to team members handling challenging customer situations
Identify root causes of escalations and recommend process or training improvements to reduce recurrence
Support implementation of process improvements and workflow efficiencies aligned with departmental goals
Ensure adherence to Standard Operating Procedures (SOPs) and provide input for updates based on operational insights
Assist with staffing coordination and labor allocation to meet service levels and business demands
Collaborate cross-functionally to support order completion and resolve customer issues
Conduct research related to customer orders, media inquiries, or service issues as needed
Provide technical support for iMemories applications to customers and internal teams
Perform other duties as assigned