AI-Driven Genomics Customer Service Manager

myDNA, Inc.; Houston (TX); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical & Health Savings

Dental & Vision

401(k) Matching

Diverse PTO Framework

Disability & Paid Family Leave

Descripción de la vacante

Gene by Gene seeks a dedicated FamilyTree DNA Customer Service Manager to lead our support operations and elevate the customer experience. You will oversee a 15–20 person team, driving accountability and using data to inform every decision.

In this role you will optimize the customer journey, enhance event experiences, and responsibly implement AI to foster trust and long-term loyalty, collaborating across departments to maintain a consistent brand experience.

Formación

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

Responsabilidades

• Oversee a 15–20 person customer service team across multiple groups.
• Set and enforce KPIs, QA, and performance metrics with data-driven decisions.
• Coach staff via 1:1s, performance reviews, and PIPs.
• Improve response times, accuracy, and self-service options with new tools.
• Guide system migrations and tool implementations for staff and customers.
• Collaborate with logistics, CSRs, and other teams to ensure smooth operations.
• Develop value-added services and personalized customer journeys.
• Support group administrator programs, events, and cross-department initiatives.

Conocimientos

People management

Analytics

Communication

Organization

Change leadership

AI tools

Cross-functional collaboration

Customer service knowledge

Multitasking under pressure

Educación

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

Herramientas

Microsoft 365

Zoho

Google Workspace

Descripción del empleo

Gene by Gene seeks a dedicated FamilyTree DNA Customer Service Manager to lead our support operations and elevate the customer experience. You will oversee a 15–20 person team, driving accountability and using data to inform every decision.

In this role you will optimize the customer journey, enhance event experiences, and responsibly implement AI to foster trust and long-term loyalty, collaborating across departments to maintain a consistent brand experience.