Client Relations Specialist​/Project Manager; Remote

** This job opening will remain open until our growing team is fully staffed.**

We at Legacy Tree Genealogists love helping people all over the world (in over 50 countries!) discover their heritage. We get up in the morning and do things like tell a client her birth father’s name, connect cousins in China, and share documentation that an ancestor used an alias and actually fathered two families – at the same time, in two different countries.

For over 20 years we’ve been changing people’s lives forever by answering some of their deepest questions.

Legacy Tree needs additional support to keep providing the highest-rated genealogy research in the world to our clients. This is where you come in! We need exceptional people on our Project Management team who are able to build and maintain solid trust-centered relationships with our clients.

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’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 One Drive), as well as Google Docs Editors suite including Google Docs and Google Sheets.
• You have experience with genealogy software (we use Roots Magic).
• 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.

At Legacy Tree, our clients are trusting us with something deeply personal—their family history. Your job is to make sure that experience feels supportive, professional, and inspiring from start to finish.

In this client-facing role, you will:

• 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 escalated,…