Genomics Customer Experience Leader

Gene by Gene, Ltd.; Houston (TX); Presencial; USD 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical & Health Savings: multiple //s

Dental & Vision coverage

401(k) Matching

Diverse PTO framework

Disability & Family Leave

Resumo da oferta

Gene by Gene, Ltd. is seeking a highly dedicated FamilyTree DNA Customer Service Manager to lead our support operations and elevate the customer experience.

You will drive accountability, implement data-driven decisions, and oversee staffing, training, and key performance indicators across multiple teams. You will optimize customer journeys, support group events, and responsibly integrate AI to enhance outcomes, ensuring trust and long-term loyalty while coordinating with cross-functional

Qualificações

• 3+ years of experience in a ticketing or call center leadership role.
• Experience leading or participating in system migrations or software implementations.
• Demonstrated experience using AI tools responsibly to enhance workflow or customer outcomes.

Responsabilidades

• Oversee and lead a team of 15–20 Customer Service Representatives across multiple teams; ensure high performance.
• Set and enforce KPIs, QA, and data-driven targets; conduct performance reviews and improvement plans.
• Lead or support tool migrations and new system implementations with minimal disruption.
• Provide coaching, guidance, and escalation handling to improve customer interactions and outcomes.

Conhecimentos

People management

Analytics

Communication

Organizational skills

Change leadership

Customer service

Formação académica

Bachelor’s degree in related field

Ferramentas

Microsoft

Zoho

Google Suite

Descrição da oferta de emprego

Gene by Gene, Ltd. is seeking a highly dedicated FamilyTree DNA Customer Service Manager to lead our support operations and elevate the customer experience.

You will drive accountability, implement data-driven decisions, and oversee staffing, training, and key performance indicators across multiple teams. You will optimize customer journeys, support group events, and responsibly integrate AI to enhance outcomes, ensuring trust and long-term loyalty while coordinating with cross-functional