Sr. Customer Relations Supervisor

About iMemories

iMemories, owned by Ancestry, is a category leader in digitizing and preserving personal family memories. By combining innovative technology with a seamless online experience, iMemories makes it simple, convenient, and secure for consumers to convert legacy media such as tapes and film reels into digital formats that can be easily stored, accessed, and shared across devices. As part of the Ancestry family, iMemories is expanding its impact by helping people preserve, connect with, and share their most meaningful life moments.

Position Overview

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.

General Summary of Responsibilities:

Supervision & Team Leadership

• 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

Performance Management & Coaching

• 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

Escalation & Customer Issue Resolution

• 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

Process Improvement

• Support the 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

Qualifications / Education

• 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
• Associate’s or Bachelor’s degree preferred

Skills & Competencies

• 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
• Media handling/identification experience (videotape, film reels, audio, images) is a plus
• Positive, team-oriented mindset with a strong customer focus

Physical Demands:

The physical demands described here are representative of those required to successfully perform the essential

functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform

essential functions. This role may require sitting or standing for extended periods, as well as occasional walking.

Some reaching, bending, or lifting may be required for filing or handling materials. Proper lifting techniques

should be used.

Work Environment:

The work environment characteristics described here are representative of those encountered while performing

essential job functions. Reasonable accommodations may be made as needed.This role operates primarily in a

standard office environment. Occasional exposure to shipping/receiving areas may occur. No special safety

equipment is required.

**This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an & "at will" relationship.