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 industryItssuch an exciting time to be joining Vitesse!

Created by a team of proven FinTech entrepreneurs in 2016Vitesse PSPhas recently closed a $92m Series-C funding having established revenue streams and a differentiated position in key segments we have embarked ona journey to double our revenue in each of the next three to four employ around 180colleaguesacross the EU with hubs in London and Rotterdam with plans to expand into the US this 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 tooperateone of the largest domestic banking and payment networks in the world from our UK regulated business givingourcustomers direct access to morethan100countries banking networks supporting over60currencies. Through a single integration merchants gain access to in-country payment routing resulting in significantly lower payment costsandmuch datewe haveprocessed over 3bn acrossmore than3 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 ourclients;supporting the fast movement of money to pay claims to insurance policyholders in their time of 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 you will be providing support through email or phone to resolve a range of client queries concerning use of the Vitesse platform and theflowof funds.

We are looking for a Customer SupportSpecialistwho embodies exceptional interpersonal skills exudes professionalism andmaintainsa 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 aCustomer SupportSpecialist the ability to adapt empathise and problem-solve will be key in ensuring a seamless and delightful customer experience.

You will bereportingtoour 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 herewerelooking 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 channelsadhering to SLAs.

• Build andmaintainstrong customer relationships through proactive engagement effective communication and thorough product knowledge.

• Keep customers informed on unresolved queries tomaintaintransparency and trust.

• Work with colleagues including other departments toefficiently and promptly meet all customer needs.

• Actin accordance withVitesse company values.

• Assistother teams with ad-hoc tasks to ensure a supportive and cohesive work environment.

• Experience in a customerfacing role.

• Ability to communicate with confidence and credibility.

• Abilityto 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 issuesin a timely mannerwhilstalwaysremainingprofessional.

• Excellent attention to detail.

• Comfortable working in afast-pacedenvironment 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 beadvantageous.
• Problem analysis and solving skills.

• 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:$1000

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

Competitive Salary:$70000 - $80000

Vitesse at our best our values

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

Confident Humility

Wedontdoegoand we know that unless we all win none of us win. We admit whenwerewrong ask for help and always think about the wider business before ourselves.

Driven to Succeed

We see the opportunity ahead of us and wewontstop until we fulfil thepotentialwe know we have. We hold ourselves tohigh standardsand 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 weseekto treat people fairly and with dignity and yourequireany interviewadjustmentsplease contact Clara Moretti-Parker on

Required Experience:

IC