Customer Support Specialist

We are Vitesse – the treasury and payment partner of choice for insurance.

ABOUT US

Looking to join an emerging leader in the UK FinTech industry? It’s such an exciting time to be joining Vitesse!

Created by a team of proven FinTech entrepreneurs in 2016, Vitesse PSP has recently closed a $92m Series-C funding round.  Now having established revenue streams and a differentiated position in key segments we have embarked on a journey to double our revenue in each of the next three to four years.  We employ around 180 colleagues across the EU with hubs in London and Rotterdam, with plans to expand into the US this year. In 2024, we plan to scale our product and platform engineering team further to take advantage of the market opportunity across Europe and position us to enter the US.

Our existing solution allows us to operate one of the largest domestic banking and payment networks in the world, from our UK regulated business, giving our customers direct access to more than 100 countries’ banking networks, supporting over 60 currencies. Through a single integration, merchants gain access to in-country payment routing, resulting in significantly lower payment costs and much faster delivery. To date, we have processed over £3bn across more than 3 million transactions and are looking to more than double volumes each year. We have paired this network with treasury capabilities to create a compelling offering targeted at the insurance vertical.

We now need to rapidly scale-out our engineering capability to build a global version of this platform that supports multiple regulatory hubs and points of origination.

About the Role

This role is on the Vitesse frontline as the key point of contact for our clients; supporting the fast movement of money to pay claims to insurance policyholders in their time of need.  You will be part of a team that strives to put the customer first by meeting their needs and finding ways to improve what we do and the service we provide.  Typically, you will be providing support through email or phone to resolve a range of client queries concerning use of the Vitesse platform and the flow of funds.

We are looking for a Customer Support Specialist who embodies exceptional interpersonal skills, exudes professionalism, and maintains a positive "can-do" attitude. The ideal candidate is characterised by a friendly and approachable demeanour, capable of fostering strong customer relationships. A commitment to continuous learning and development is paramount, with a mindset that views each interaction as an opportunity for growth. This role is tailored for someone eager to expand their skill set and contribute to a dynamic team environment. As a Customer Support Specialist, the ability to adapt, empathise, and problem-solve will be key in ensuring a seamless and delightful customer experience.

You will be reporting to our US Customer Support Manager to help scale our Support function as we grow in the US market. With a tight-knit team of just over 30 people here, we’re looking for motivated, curious, and customer-centric individuals who are excited to make an impact as we continue to grow.

Core responsibilities

• Resolving customer issues efficiently across all support channels, adhering to SLAs.
• Build and maintain strong customer relationships through proactive engagement, effective communication, and thorough product knowledge.
• Keep customers informed on unresolved queries to maintain transparency and trust.
• Work with colleagues including other departments to efficiently and promptly meet all customer needs.
• Act in accordance with Vitesse company values.
• Assist other teams with ad-hoc tasks to ensure a supportive and cohesive work environment.

Requirements

Benefits

Competitive Salary :  $70,000 - $80,000

Vitesse at our best – our values

The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes

Confident Humility

We don’t do ego and we know that unless we all win, none of us win. We admit when we’re wrong, ask for help and always think about the wider business before ourselves.

Driven to Succeed

We see the opportunity ahead of us and we won’t stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high quality outcomes for Vitesse and our customers.

Tenacious Responsibility

We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity.

We are an Equal Opportunity Employer

We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect. If you require any interview adjustments please contact Clara Moretti-Parker on clara.moretti-parker@vitesse.io