Customer Support Executive
Vitesse PSP
Customer Service
London, UK
Posted on Jan 21, 2025
About Us
We are Vitesse - the smart way to make global payments.
Started by a team of proven FinTech entrepreneurs in 2016, Vitesse PSP is an FCA regulated payments business that provides global payment services to a range of businesses. Vitesse operates one of the largest domestic banking and payment networks in the world, giving its customers direct access to more than 170 countries' domestic payment networks, covering over 100 currencies. Through a single integration, merchants gain access to in-country payment routing, resulting in significantly lower payment costs and much faster delivery. To date, the company has processed over £6bn in transactions.
Vitesse is increasingly focused on serving customers in the insurance market, providing insurers with improved liquidity management and faster claims settlement.
Insurance is our largest segment in revenue terms and the fastest growing largely as a result of success in the Lloyds of London market, where Vitesse has established itself as the market leader.
With cross-border B2B exports expected to increase to $21T by 2023, the market opportunity is significant and Vitesse has aggressive growth plans which include establishing a presence in the US market.
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 transfer of funds.
We are looking for a Customer Support Executive 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 Executive, the ability to adapt, empathise, and problem-solve will be key in ensuring a seamless and delightful customer experience.
Responsibilities:
This role sits in the Operations team at Vitesse which is at the heart of the business. Our goal within Operations is to run and improve critical and regulated processes that enable the effective running of payment and treasury services for our clients. Operations has everything in place to ensure our clients and third parties can make payment easily, effectively and to the right recipient.
The Operations team is spilt into four areas:
This role would suit someone with experience in a customer facing role with a passion for fintech. The candidate must be a self-starter and have a resilient mindset with a customer-centric approach. Any experience with the deployment of CRM tools or customer support frameworks would be advantageous.
What We Value
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.
We are Vitesse - the smart way to make global payments.
Started by a team of proven FinTech entrepreneurs in 2016, Vitesse PSP is an FCA regulated payments business that provides global payment services to a range of businesses. Vitesse operates one of the largest domestic banking and payment networks in the world, giving its customers direct access to more than 170 countries' domestic payment networks, covering over 100 currencies. Through a single integration, merchants gain access to in-country payment routing, resulting in significantly lower payment costs and much faster delivery. To date, the company has processed over £6bn in transactions.
Vitesse is increasingly focused on serving customers in the insurance market, providing insurers with improved liquidity management and faster claims settlement.
Insurance is our largest segment in revenue terms and the fastest growing largely as a result of success in the Lloyds of London market, where Vitesse has established itself as the market leader.
With cross-border B2B exports expected to increase to $21T by 2023, the market opportunity is significant and Vitesse has aggressive growth plans which include establishing a presence in the US market.
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 transfer of funds.
We are looking for a Customer Support Executive 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 Executive, the ability to adapt, empathise, and problem-solve will be key in ensuring a seamless and delightful customer experience.
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
This role sits in the Operations team at Vitesse which is at the heart of the business. Our goal within Operations is to run and improve critical and regulated processes that enable the effective running of payment and treasury services for our clients. Operations has everything in place to ensure our clients and third parties can make payment easily, effectively and to the right recipient.
The Operations team is spilt into four areas:
- Payments
- FX, Liquidity & Funding
- Reconciliation
- Customer Support
This role would suit someone with experience in a customer facing role with a passion for fintech. The candidate must be a self-starter and have a resilient mindset with a customer-centric approach. Any experience with the deployment of CRM tools or customer support frameworks would be advantageous.
What We Value
- Experience in a customer facing and operations role
- Strong written and verbal communication skills
- Ability to talk to people at all levels with confidence, both internal and external stakeholders
- Able to manage a multitude of tasks 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 remaining professional at all times
- Able to demonstrate excellent attention to detail particularly for understanding a client's situation
- Comfortable working in a FinTech / evolving / 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
- Ability to manage customer requirements from outset to completion
- Experience with CRM / Customer support tools (e.g. Zendesk) would be advantageous
- 25 days Holiday per year + Bank Holidays
- Hybrid working arrangements
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance
- Access to Oliva our Mental Health Therapy partners
- Discounted Gym membership
- Life Assurance for UK employees with Met Life
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years' service
- Ongoing Learning and Development to support you reach your career goals
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.