Head of Customer Support
Head of Customer Support
Genome is a fully digital financial platform offering a range of services including dedicated IBAN accounts, payment processing, currency exchange, and local and international transfers. We are a Lithuania-based Electronic Money Institution licensed by the Bank of Lithuania, serving businesses and individuals across the EU and beyond.
About the role
Lead and scale our multichannel customer support operations, including phone, email, live chat, and social channels. Take ownership of our support infrastructure, building and refining workflows, optimizing macros, managing FAQ articles, and enhancing team efficiency. Partner closely with internal departments to ensure seamless technical escalations and efficient lead routing with the Sales team. Supervise support-adjacent administrative and financial tasks such as audit documentation, VMI requests, payment card management, and periodic debt-monitoring communication. Collaborate with the Product and Executive teams to provide direct feedback on customer flows, procedures, and product improvements.
Responsibilities
- Lead and scale multichannel customer support operations
- Take ownership of support infrastructure
- Partner with internal departments for seamless escalations and efficient lead routing
- Supervise support-adjacent administrative and financial tasks
- Collaborate with Product and Executive teams for feedback on customer flows, procedures, and product improvements
Requirements
- Proven experience in a customer service leadership or management role, preferably in banking or fintech
- Experience building and optimizing customer support processes and communication tools
- Ability to work in fast-paced environments, multitask, and adapt to changing priorities
- Fluent in both English and Lithuanian (written and spoken), with the ability to handle formal business text and sensitive client escalations
- Solid grasp of data tracking via Excel and Google Sheets to monitor support metrics and trends
Qualifications
- Proven experience in a customer service leadership or management role, preferably in banking or fintech
- Experience building and optimizing customer support processes and communication tools
- Ability to work in fast-paced environments, multitask, and adapt to changing priorities
- Fluent in both English and Lithuanian (written and spoken), with the ability to handle formal business text and sensitive client escalations
- Solid grasp of data tracking via Excel and Google Sheets to monitor support metrics and trends
Skills
- Customer service leadership or management experience
- Experience building and optimizing customer support processes and communication tools
- Ability to work in fast-paced environments, multitask, and adapt to changing priorities
- Fluency in both English and Lithuanian (written and spoken)
- Data tracking via Excel and Google Sheets
Benefits
- Flexible working hours (start day between 7.00 - 10.00, end day at discretion)
- After a successful probation period, 6 days from home per month
- New office in Vilnius with snacks and coffee
- Medical insurance after a successful probation period
- Career growth opportunities and referral bonuses
- Smaller celebrations in the office (Company birthday and other memorable days)
Pay
Salary range: â¬4,800 - â¬5,000 EUR Gross monthly
*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience.
Schedule
We offer flexible working hours (you can start your day between 7.00 - 10.00 and finish it accordingly).