Customer Support Specialist

Your next adventure awaits!

Join the team who are redefining the payments space. 

About Us

At Vitesse, we're more than just a payments platform – we're the trusted financial infrastructure connecting the global insurance ecosystem. Tailor-made for insurers, brokers, MGAs, and TPAs, our unified platform optimises claims funds, enables real-time global payments, and delivers full financial control. Our impact is real: over $20 billion in payments across 200+ countries, hundreds of millions returned to insurers’ balance sheets, and counting. We’re licensed in the UK (FCA), Europe (DNB), and New York (NYDFS), with over 260 amazing colleagues worldwide. With $93 million recently raised in Series C funding from KKR, our journey is just beginning, and our ambitions are sky-high. 

Headquartered in the heart of London and expanding across Europe and the US, Vitesse is where your ideas power tomorrow’s insurance solutions. Are you ready to make a difference? You're in the right place. 

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

• Experience in a customer facing role.  

• Ability to communicate with confidence and credibility.  

• Ability to prioritise and coordinate with colleagues across the company.   

• Take accountability to resolve issues with a calm and logical approach and do your utmost to resolve issues in a timely manner whilst always remaining professional.  

• Excellent attention to detail.   

• Comfortable working in a fast-paced environment with changing business and customer needs; where you see ambiguity as an opportunity to develop your skills, refine the way we work and to make a difference in a growing business.   

• Experience with CRM / Customer support tools (e.g. Zendesk) would be advantageous.  
• Problem analysis and solving skills. 

Benefits

• Annual Leave: 20 days 

• Sick Leave: 5 days 

• Medical, Vision and Dental Insurance 

• Basic Life and AD&D Insurance 

• 401K Match 

• Onboarding trip to London for initiation training 

• Access to Oliva (our mental health partner) 

• Ongoing Learning and Development 

• Employee Assistance Program 

• Parental Leave 

• Caregiver Support Program 

• Commuter Benefits 

• Recruitment Referral Program: $1,000 

• Hybrid Working Arrangements (3x/week in office) 

Our Values – or what we call “Vitesse at Our Best” 

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 believe the best ideas come from listening and learning. We leave ego at the door, ask for help when we need it, and celebrate collective success. When one of us wins, we all do. 

Driven to Succeed We’re ambitious about the opportunity ahead and committed to achieving it together. We hold ourselves to high standards, take pride in what we deliver, and push for meaningful outcomes for our customers, our partners, and each other. 

Tenacious Responsibility We take ownership of our work, our decisions, and our results. We face challenges with resilience, learn from setbacks, and see things through to completion. Because doing the right thing matters. 

We are an Equal Opportunity Employer  

We’re committed to creating an inclusive home for all, where you’re treated fairly, respected, and valued for who you are. If you need any interview adjustments or have accessibility requirements, please contact Clara Moretti-Parker at clara.moretti-parker@vitesse.io.