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 ! Key Responsibilities 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. Skills & Experience 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. Benefits 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. 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 and other memorable days). 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. Žalgirio g. 92-510, LT-09303, Vilnius, Lithuania View email address on click.appcast.io #J-18808-Ljbffr