Head of Customer Support

About Genome

Genome is a fully digital financial platform licensed by the Bank of Lithuania, providing faster, safer online banking services primarily across the EU. It offers a variety of services including dedicated IBAN accounts, payment processing, currency exchange, and both local and international transfers through SEPA and SWIFT. Customers can access their accounts via an intuitive dashboard on desktops and mobile apps for iOS and Android.

Role Summary

Genome is seeking an experienced Head of Customer Support to lead and expand its multichannel customer service operations. This leadership role requires overseeing phone, email, live chat, and social media support channels, managing workflows and resources, and ensuring excellent customer experience through process enhancement and team growth.

Key Duties

• Direct and scale customer support across multiple channels, fostering a culture of continual improvement through effective feedback loops.
• Manage support infrastructure including workflow development, macro optimization, FAQ upkeep, and efficiency improvements.
• Collaborate closely with internal teams for smooth technical escalations and efficient lead distribution with Sales.
• Oversee administrative and financial tasks linked to support such as audit documentation, VMI requests, payment card management, and debt communication.
• Work with Product and Executive leadership, including the CEO, to relay customer insights and advise on product and procedural enhancements.

Candidate Profile

• Proven leadership experience in customer service management, ideally within banking or fintech.
• Expertise in designing, implementing, and refining customer support processes and communication tools.
• Ability to manage multiple priorities in a dynamic, fast-moving workplace.
• Fluency in English and Lithuanian, with strong written and verbal communication skills for handling formal and sensitive client interactions.
• Competence in data tracking and analysis using Excel and Google Sheets to observe support performance and trends.

Employee Benefits

• Flexible work schedule allowing start times between 7:00 and 10:00 AM.
• After probation, eligibility for 6 work-from-home days per month usable as preferred.
• Access to snacks and coffee in the Vilnius office to promote a pleasant work environment.
• Medical insurance coverage after successful completion of probation.
• Support for career progression with opportunities to apply for internal roles and referral bonuses for recommending candidates.
• Regular small office celebrations on company anniversaries and other special occasions.

Compensation

The monthly gross salary ranges between €4800 and €5000, with final pay reflecting applicant qualifications, skills, and experience.

Contact and Location

Office address: Žalgirio g. 92-510, LT-09303, Vilnius, Lithuania.
Email: support@genome.eu