Customer Support Manager

Genome; Chicago (IL); Remote; USD 125,000 - 150,000; Full time

Job summary

An innovative company is looking for a Customer Support Manager to enhance client interactions and streamline service processes. This role involves serving customers through various channels, managing client outreach, and suggesting improvements to enhance customer satisfaction. The ideal candidate will have a strong customer orientation, adaptability, and experience in banking or fintech. Join a forward-thinking team that values efficiency and customer care, and help shape the future of online banking services. If you're passionate about providing exceptional support in a dynamic environment, this opportunity is for you.

Benefits

Corporate Medical Insurance

Partial Reimbursement for English Courses

Sports Subscriptions

Qualifications

• At least 6 months of customer service experience in banking or fintech.
• Proficiency with multiple communication tools and customer service processes.

Responsibilities

• Serve customers via phone, email, live chat, and social channels.
• Prepare account confirmation letters and respond to VMI requests.
• Suggest improvements to current processes and monitor debts.

Skills

Customer Service Experience

Communication Skills

Adaptability

Basic Excel Knowledge

Fluency in English

Fluency in Lithuanian

Knowledge of Russian

Tools

Google Sheets

Job description

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Genome is everything users need from 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, offering personal, business, and merchant account opening, payment processing, money exchange, internal, SEPA, and SWIFT transfers, as well as other banking operations online. Clients can manage their funds and accounts via our smart dashboard or mobile app on Android and iOS.

Genome is seeking a Customer Support Manager.

Key Responsibilities

• Serve customers via phone, email, live chat, and social channels.
• Escalate issues to relevant departments.
• Prepare account confirmation letters, audit documents, and respond to VMI requests.
• Send qualified leads to Sales.
• Provide product and service information to prospective clients.
• Create/edit macros and write FAQ articles.
• Suggest improvements to current processes.
• Monitor debts, communicate with debtors, and send payment requests.
• Manage client lists and outreach efforts.
• Handle returned or destroyed payment cards per procedures.
• Perform other tasks assigned by the line manager or CEO.

Skills & Experience

• At least 6 months of customer service experience, preferably in banking or fintech.
• Quick reaction and adaptability to tasks.
• Proficiency with multiple communication tools.
• Ability to implement new customer service processes.
• Strong customer orientation and adaptability.
• Basic knowledge of Excel and Google Sheets.
• Fluent in English and Lithuanian; Russian knowledge is an advantage.

Benefits

• Corporate medical insurance.
• Partial reimbursement for English courses and sports subscriptions.

Compensation

Salary range: €1,635 - €1,919 gross/month. Final salary depends on qualifications and experience.

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

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