Head of Customer Support

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 Head of Customer Support!

• Lead and scale our multichannel customer support operations (phone, email, live chat, and social channels), running impactful feedback sessions and fostering a culture of continuous development.
• Take ownership of our support infrastructure—building and refining workflows, optimizing macros, managing FAQ articles, and continuously enhancing team efficiency.
• Partner closely with internal departments, ensuring seamless technical escalations and setting up efficient lead routing with the Sales team.
• Supervise support-adjacent administrative and financial tasks, including audit documentation, VMI requests, payment card management, and periodic debt-monitoring communication.
• Collaborate with the Product and Executive teams (including the CEO) to provide direct feedback on current customer flows, procedures, and product improvements.

• You bring proven experience in a customer service leadership or management role, ideally with a solid understanding of the banking or fintech space.
• You feel entirely confident building, implementing, and optimizing customer support processes and communication tools.
• You thrive in fast-paced environments, can multitask effortlessly, and adapt quickly to shifting priorities.
• You are fluent in both English and Lithuanian (both written and spoken), with the ability to handle formal business text and sensitive client escalations smoothly.
• You have a solid grasp of data tracking via Excel and Google Sheets to monitor support metrics and trends.

• We offer flexible working hours (you can start your day between 7.00 - 10.00 and finish it accordingly).
• After a successful probation period we offer 6 days from home per month and you may use these days in any way that best suits your needs throughout the month.
• 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.
• To support your physical and mental wellness, we partially compensate for sports activities (gyms, pools, clubs, etc.) and therapy sessions.
• We support your career growth and encourage you to consider open internal positions or you can refer a good candidate and get a referral bonus.
• We have smaller celebrations in our office (Company birthday, other memorable days and team building with your team).

Compensation

Salary range: €4,800 - €5,000 EUR Gross monthly*

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