Customer Support Manager

Genome is a fully digital financial platform that delivers everything users expect from traditional banking, faster, safer, and online. We are a Lithuania-based Electronic Money Institution licensed by the Bank of Lithuania, serving both businesses and individuals, primarily across the EU and beyond.

Our platform offers a wide range of services, including dedicated IBAN accounts, payment processing, currency exchange, and local and international transfers (SEPA and SWIFT). Clients can manage their finances through a smart, intuitive dashboard available on desktops, as well as mobile apps for iOS and Android.

Genome is looking for a Customer Support Manager !

• Deliver exceptional support to our users across email (incoming/outgoing), live chat, social media channels and phone calls.
• Drive efficiency by creating/editing Macros, writing helpful FAQ articles, and proposing ways to improve our current support flows and chat.
• Act as the vital link between our clients and other departments, escalating technical issues and passing qualified leads to our Sales team.
• Handle administrative essentials, including preparing account confirmation letters, managing audit documents, and responding to VMI requests.
• Manage and process returned or destroyed payment cards, and conduct periodic debt monitoring (communicating professionally with debtors to ensure timely collections).
• Tackle special projects and other impactful tasks assigned by your Line Manager or the CEO.

• You have 1+ years of experience in Customer Service (experience in the Banking or Fintech industry is a massive plus!).
• You can juggle chat, email, and phone communications seamlessly, reacting quickly to changing priorities.
• You feel confident implementing new Customer Service processes and aren't afraid to suggest a better way of doing things.
• You have a strong customer orientation and the empathy/adaptability to handle different personality types with grace.
• You have a solid grasp of Excel and Google Sheets.
• You are fluent in both English and Lithuanian (written and spoken).

• We offer flexible working hours (you can start your day between 7.00 - 10.00 and finish it according to your shift). Our Customer support team works Monday - Friday from 8.00 until 20.00
• In our new office in Vilnius, start your day with a snack and a freshly brewed cup of coffee.
• We care about our employees health so we provide medical insurance after a successful probation period.
• We support your career growth and encourage you to consider open internal positions.
• We have smaller celebrations in our office (Company birthday and other memorable days).

Compensation

Salary range: €2000 - €2600 gross monthly*

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