Customer Support Manager

Genome is everything users need from the traditional banks, but safer, faster and completely online.

We are a Lithuanian-based Electronic Money Institution licensed by the Bank of Lithuania.

Genome is a B2B/B2C EU-oriented company, which offers personal, business, and merchant account opening, payment processing, money exchange, internal, SEPA, and SWIFT transfers, as well as other banking operations completely online. Clients can manage all their funds and accounts within our smart dashboard, which is in a desktop version, or through an app on Android and iOS.

Genome is looking for a Customer Support Manager !

• serve customers by phone, incoming and outgoing calls;
• serve customers by email;
• serve customers through a live chat and social channels;
• escalating issues reported by the clients to the other departments;
• preparation of account confirmation letters/audit documents and answering to VMI requests;
• sending qualified leads to the Sales department;
• providing general information about the products and services to prospective clients;
• creating/editing Macros, writing articles for FAQ;
• providing the suggestions on how to improve the current flows and procedures;
• conduct periodic debt monitoring, communicate with debtors via email and phone, and send payment requests to ensure timely collections;
• managing the client lists, reaching out to clients through the appropriate channels based on assigned tasks; 
• manage and process returned or destroyed payment cards in accordance with established procedures;
• performing other work assigned by the line manager or CEO.

• 6 months + of experience with Customer Service, preferably in banking or Fintech industry;
• ability to react quickly and adjust to the given tasks;
• expertise in multitasking while using different communication tools(chat, email, phone);
• confidence with implementing new Customer Service processes;
• strong customer orientation and ability to adapt/respond to different types of characters;
• basic knowledge of Excel and Google Sheets;
• fluent in English and Lithuanian;
• knowledge Russian would be an advantage.

• corporate medical insurance;

• reimbursement of English language courses expenses partially;

• reimbursement of sport center's subscription expenses partially.

Compensation

Salary range: €1,635 - €1,919 gross monthly*

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience.