Client Relations Specialist/Project Manager (Remote)

Job Description

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.

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.

Requirements

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.

Qualifications

This isn't just a support role-it's the heart of the client experience at Legacy Tree. You'll be a great fit if:

• 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.

Even better if:

• 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.
• You are 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.

Benefits

We provide great benefits and take time to ramp up:

• Paid time off and ten paid holidays.
• Parental and bereavement leave.
• Yearly family history, training, conference and equipment stipends.
• A 401k that we match up to 3%.

Pay

The pay range for this role is $40,000 - $50,000 annually.

Schedule

This is ideally a part-time position requiring 25-29 hours per week. However, for the right applicant, we are open to exploring full-time (40 hours/week) or more flexible part-time schedules (under 25 hours/week).