Customer Solutions Analyst

Job Description

Job Description

Vitesse: Your next adventure awaits!

Join the team redefining payments for the global insurance industry.

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 optimizes claims funds, enables real-time global payments, and delivers full financial control.

Our impact is real: over $20 billion in payments across more than 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 more than 260 colleagues worldwide. Following our $93 million Series C investment from KKR, we're entering an exciting new stage of growth as we continue expanding across North America and Europe. The Role

Reporting to Head of Operations, you'll join our growing US Operations team as a Customer Solutions Analyst, supporting customers through platform configuration, onboarding, optimisation and operational support while maintaining strong operational controls and customer experience.

What You'll Be Doing

• Become a Vitesse product expert, supporting clients with platform setup, configuration, optimisation, and ongoing use.
• Provide technical guidance and configuration support to clients and internal stakeholders.
• Resolve customer enquiries and perform solution configuration updates.
• Configure new client accounts and manage users, permissions, MFA, notifications, account updates and closures.
• Support user access reviews and account configuration updates.
• Support UK↔US migrations, SSO, mergers, pricing updates and legacy account restructuring.
• Support onboarding, testing, UAT and platform releases.
• Partner with Customer Support, Product, Engineering, Implementation, Pre-Sales and Customer Success.
• Maintain documentation and meet SLA expectations.
• Follow operational risk controls, verification processes and escalate high-risk requests.

Your Mission

Deliver an exceptional customer experience by becoming a trusted expert in the Vitesse platform while maintaining operational excellence, security and client service.

Success in Your First Year

• Become a trusted product expert.
• Independently manage customer configuration requests.
• Support onboarding, migrations and platform enhancements.
• Meet SLA and quality targets.
• Drive continuous improvement opportunities.

Why You'll Love Working Here

Real impact, continuous learning, collaborative culture, and opportunities to grow alongside a scaling global fintech.

Requirements

• Experience in customer-facing, operations, implementation or technical support.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and organisation.
• Ability to prioritise in a fast-paced environment.
• Strong communication skills.
• Payments, FinTech or Financial Services experience is advantageous.
• Experience with CRM/support platforms such as Salesforce or Zendesk is beneficial.

Benefits

• Competitive paid time off and public holidays (20 days annual leave + 11 bank holidays)
• 401(k) with employer matching
• Comprehensive medical, dental and vision coverage
• Life and disability insurance
• Mental health and wellbeing support
• Employee Assistance Programme
• Financial wellbeing resources
• Family-friendly leave policies
• Commuter benefits
• Employee referral bonus of $1000
• Employee discounts and lifestyle perks
• Ongoing learning and wellbeing resources

Offering up to $75,000-$85,000

We offer a hybrid work approach with 3 days in the office.

We are an Equal Opportunity Employer

We are committed 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 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.