My China Roots

Customer Liaison (part-time, min. 25 hrs per week)

The Customer Liaison is the primary point of contact for people who are interested in or already embarking on a family-history journey with My China Roots. You guide prospective and current customers through every stage of their project, help them articulate their needs and interpret their findings, and function as a bridge between them and our genealogy research team in Guangzhou.

Duties & Responsibilities

• Respond to incoming genealogy enquiries and identify prospective projects
• Meet with prospective customers over Zoom, and conduct light preliminary research on their behalf
• Coordinate with the research team in China to draft customized research proposals
• Be the "Project Owner" for 20-30 active customers at any given time, including: providing research updates via Zoom or email, problem-solving with the research team as research progresses, ensuring the delivered report is up to standard, sending invoices, and gathering customer feedback at the end of a project
• Collaborate with senior management in Europe on strategic projects and customer relations
• Help ensure a warm, consistent, and positive customer experience from a project's start to end

Requirements

• You work flexible work hours: you're available to take calls with our diverse customer base located in North America, Australia, Southeast Asia and Europe. Team meetings include occasional calls with the China team (GMT+8) and the management team in Europe (GMT+2)
• You have empathy and are an active listener: you are comfortable with 1-on-1 customer calls, and ideally have Customer Support or similar experience. You can discern people's needs and motivations for genealogy research. You are also culturally sensitive, and comfortable working with an international and culturally diverse team.
• You are a team player who takes initiative: you enjoy collaboration, and proactively seek help from teammates when needed, rather than wait to be told what to do.
• You are independent and organized: you can work fully remotely and independently, setting your own tasks and priorities on a daily basis.
• You have genealogy experience: you are familiar with genealogy websites (Ancestry, FamilySearch, etc) or conducted Chinese family history research for yourself or others. You are passionate about people connecting with their roots.
• You read basic Chinese: you can roughly read a tombstone; you are able to tell the difference between a name of a person or an address in Chinese characters.

Tools & Software Needed

• Hubspot
• Outlook
• Zoom
• MCR database & family tree platform

Compensation & Benefits

• Salary: negotiable hourly rate plus sales commission
• Support with your own genealogy journey: we always encourage all our team members to explore their own family history. You'll get access to family history resources and expertise, which we've acquired over the past 13 years!
• Join a global and dynamic team: with team members spread out across Asia, Europe & the U.S., we are all passionate about empowering folks to engage with their family history and cultural identity in new ways.

Interested applicants may send their CV to recruitment@mychinaroots.com. Thanks for your interest!