Customer Solutions Analyst

Vitesse; New York (NY); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Vitesse is seeking a Solutions Analyst for our US Operations team to configure and optimise the payments platform for insurance clients. You will onboard new users, configure accounts, manage access and support migrations, while preserving strong customer experience and risk controls.

Join a growing fintech with global reach and a flexible work rhythm, where your analyses and cross-functional collaboration directly impact client success and platform reliability.

Qualifications

• 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.

Responsibilities

• 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 UKUS 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 elevate high‑risk requests.

Skills

Customer-facing

Analytical

Attention to detail

Communication

Problem-solving

Tools

Salesforce

Zendesk

Job description

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

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.

The Role

Reporting to Head of Operations, you'll join our growing US Operations team as a 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 UKUS 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 elevate 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.

What You'll Need to Succeed

• 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.

Why You'll Love Working Here

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

We understand that everyone has their own work rhythm and believe in a flexible working schedule - at Vitesse you’re expected to work 35 hours a week.

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 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 [e-mail].