Head of Customer Support

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 an Head of Customer Support !

Key Responsibilities

• oversee the daily operations of the Support Department, ensuring efficient and effective service delivery;
• lead, mentor, and motivate the support team, fostering a culture of continuous improvement and professional development;
• develop and implement strategies to enhance customer experience, addressing customer pain points and streamlining support processes;
• monitor and analyze performance metrics, generating actionable insights to improve response times, resolution rates, and overall satisfaction;
• collaborate with cross-functional teams (e.g., Compliance, IT, and Operations) to ensure seamless integration and resolution of customer issues;
• stay updated on industry trends and best practices, driving innovation in customer support services;
• ensure compliance with regulatory requirements and company policies, maintaining the highest standards of data security and confidentiality;
• prepare and present regular reports to senior management on department performance and strategic initiatives.
  
  

Skills & Experience

• Bachelor’s degree in Business Administration, Finance, IT, or a related field (Master’s degree is a plus);
• proven experience (5+ years) in a leadership role within customer support or a similar function, preferably in the financial or fintech sector;
• strong understanding of EMI operations, regulations, and customer service principles;
• exceptional leadership, communication, and interpersonal skills;
• analytical mindset with the ability to interpret data and drive decisions;
• proficiency in support tools, CRM systems, and technology platforms;
• ability to work in a fast-paced, evolving environment and manage multiple priorities.
  
  

Benefits

• corporate medical insurance;
• reimbursement of English language courses expenses partially;
• reimbursement of sport center's subscription expenses partially;
• covering expenses for participation in professional events.
  
  

Compensation

Salary range : €4,100 - €4,600 gross monthly*

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

Žalgirio g. 92-702, LT-09303, Vilnius, Lithuania

[email protected]

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