Customer Solutions Analyst

About Vitesse

Vitesse builds payment infrastructure for the global insurance sector. Its platform is designed for insurers, brokers, MGAs, and TPAs, helping them manage claims funds, send payments in real time across borders, and keep tighter control over financial operations. The company has processed more than $20 billion in payments across 200+ countries, returned hundreds of millions to insurers’ balance sheets, and operates under regulatory licences in the UK (FCA), Europe (DNB), and New York (NYDFS). Vitesse has a global team of 260+ colleagues and is expanding after a $93 million Series C round led by KKR.

Role Overview

As a Customer Solutions Analyst on the US Operations team, you will report to the Head of Operations and support customers with platform setup, configuration, onboarding, optimisation, and day-to-day operational help. The role balances customer service, technical configuration, process discipline, and operational risk management.

Key Responsibilities

• Develop deep expertise in the Vitesse platform and guide clients through setup, configuration, optimisation, and ongoing usage.
• Offer technical and configuration support to customers and internal teams.
• Handle customer questions, carry out solution updates, and adjust configurations as needed.
• Set up new client accounts and manage users, permissions, MFA, notifications, account changes, and account closures.
• Support access reviews and ongoing account configuration maintenance.
• Assist with UK-to-US and US-to-UK migrations, SSO, mergers, pricing changes, and legacy account restructuring.
• Help with onboarding, testing, UAT, and platform release activities.
• Work closely with Customer Support, Product, Engineering, Implementation, Pre-Sales, and Customer Success teams.
• Keep documentation current and work to SLA commitments.
• Apply operational risk controls, complete verification steps, and escalate higher-risk requests when necessary.

What Success Looks Like

• Becoming a dependable subject-matter expert on the product.
• Handling customer configuration requests independently.
• Supporting onboarding, migrations, and platform improvements.
• Consistently meeting SLA and quality expectations.
• Contributing ideas that improve processes and service delivery.

Requirements

• Background in customer-facing roles, operations, implementation, or technical support.
• Strong analytical thinking and problem-solving ability.
• High attention to detail and strong organisational skills.
• Ability to prioritise effectively in a busy, fast-moving environment.
• Clear and confident communication skills.
• Prior exposure to payments, fintech, or financial services is a plus.
• Experience using CRM or support tools such as Salesforce or Zendesk is helpful.

Benefits

• 2 days of volunteering leave.
• $1,000 employee referral bonus.
• Medical insurance.
• Basic life and AD&D insurance.
• Access to mental health support through Oliva.
• Sabbatical entitlement after 5 years.
• Additional day of annual leave.
• 5 days of sick leave.
• 20 days of annual leave.
• Maternity leave.
• Paternity leave.
• Voluntary critical illness and accident insurance, employee-paid.
• Employee Assistance Program.
• Ongoing learning and development.
• Commuter benefits.

Compensation and Work Arrangement

The salary range for this position is $75,000 to $85,000 per year. The role follows a hybrid schedule with 3 days in the office.

Equal Opportunity

Vitesse is an equal opportunity employer and is committed to building an inclusive workplace grounded in respect, fairness, and dignity. The company aims to maintain an environment free from unfair discrimination and supportive of diversity in all forms.