Note: The job is a remote job and is open to candidates in USA. Legacy Tree Genealogists provides genealogy research services that help clients discover their family histories. The Client Relations Specialist/Project Manager will manage client relationships throughout genealogy projects, coordinate onboarding and project materials, review deliverables, and resolve concerns with empathy and professionalism.
Responsibilities
- Act as the main point of contact for clients, guiding them through each stage of their genealogy project
- Build rapport with clients through clear, timely, and empathetic communication via email, phone, and video meetings
- Onboard new clients by reviewing their goals, helping them navigate our New Client Checklist, and answering initial questions about the research process
- Facilitate the smooth setup of each project by collecting and organizing client materials (documents, family trees, DNA access, etc.)
- Collaborate with internal teams to ensure deliverables are clear, polished, and aligned with the client’s expectations
- Review research results through the client’s lens—editing reports and updates as needed to ensure clarity, compassion, and professionalism
- Troubleshoot concerns, address questions, and gently guide clients through unexpected findings with care and sensitivity
- Support client reorders by recognizing their ongoing research needs and suggesting next steps when appropriate
- Help maintain client satisfaction metrics, reorder rates, and internal communication logs using project management tools
- Proactively flag and resolve issues before they escalate, leaning on a strong understanding of our internal workflows and values
Skills
- You're a warm and professional communicator via phone, email, and text
- You're skilled at putting clients at ease and building their trust
- You're naturally empathetic and genuinely enjoy helping others
- You have excellent attention to detail, can juggle multiple responsibilities gracefully, and excel at staying on top of deadlines
- You're comfortable following and improving internal processes
- You stay calm under pressure and can de-escalate concerns with grace and patience
- You enjoy learning new tools and systems and are comfortable navigating tech platforms
- You're passionate about genealogy and want to help others explore their family stories
- You're comfortable with Microsoft Office suite, particularly Word and PowerPoint (even better if that includes OneDrive), as well as Google Docs Editors suite including Google Docs and Google Sheets
- You have experience with genealogy software (we use RootsMagic)
- You have a quiet, dedicated workspace, a reliable computer, at least two monitors, and strong internet access
- As long as you have a quiet place to work, a fast internet connection, and the ability to work most of your hours flexibly between 8am-6pm MT, Monday through Friday, that's what matters most
- This is ideally a part-time position requiring 25-29 hours per week
- You have a Bachelor's Degree or equivalent work experience
- You have personal or professional genealogical research experience
- You have experience in customer service, hospitality, or another client-facing role
- You've supported emotionally sensitive or personally meaningful client journeys
Benefits
- Remote-based company with flexible hours between 8am-6pm MT, Monday through Friday
- Paid holidays and vacation time
- Paid time off
- Ten paid holidays
- Parental leave
- Bereavement leave
- Yearly family history
- Training stipend
- Conference stipend
- Equipment stipend
- 401k with employer matching up to 3% for part-time employees working 25-29 hours per week
- Paid time to research your own family history
- A bonus for every client who reorders
- Periodic bonuses when the company meets its goals
- Regular Zoom meetings
- Company retreats
Company Overview