Customer Experience Associate

About The Role

Ramp builds software that moves real money, supporting bill payments, corporate cards, reimbursements, accounting integrations, and travel. Customers rely on Ramp to maintain operations, ensure timely invoice payments, facilitate accurate book closings, and provide trustworthy financial data. In this role, you will identify customer challenges and drive issues to resolution. You will gain in-depth knowledge of the product to troubleshoot across payments, bank linking, accounting syncs, and card programs, collaborating with Engineering, Risk, Product, and Partnerships teams. This is not a script-based support role; you will triage, investigate, and make judgment calls daily. Success in this role requires being a systems thinker and deeply customer obsessed. Improving processes, tools, and outcomes is a key differentiator.

What You’ll Do

• Be the voice of Ramp's Customer Support, engaging with customers primarily via live calls, email, and chat.
• Diagnose issues across a broad product surface including payments, cards, travel, and accounting integrations, understanding how they connect and where they may break.
• Operate with an ownership mindset, managing escalations end-to-end and taking full accountability for every ticket.
• Route issues that cross team boundaries (risk, engineering, product, partnerships), follow up, and ensure customer resolution, utilizing Zendesk, internal tooling, and Slack-based escalation workflows.
• Build and shape AI tools for CX operations, not just use them. This includes using AI-powered research tools and proprietary tools like Glass, providing direct feedback, and actively participating in tool evolution.
• Ship improvements by identifying process gaps, missing SOPs, or inaccurate knowledge base articles and taking initiative to fix them.
• Leverage AI to solve problems, build automations, and improve systems.
• Communicate with precision and empathy to financially sophisticated customers, clearly explaining actions and expectations without jargon.

What You Need

• A systems thinker approach, looking beyond individual tickets to understand and prevent root causes.
• Active use of AI tools such as Claude, Notion AI, and workflow tools, with the ability to demonstrate their application in getting real work done. This is a hard requirement.
• Ability to be fast-moving while maintaining a high bar for execution, balancing speed, accuracy, and thoroughness.
• Capacity for technical conversations about system connections (e.g., APIs, bank integrations, accounting software), even without writing code.
• Skill in managing competing priorities without issues falling through the cracks.
• Clear and concise written communication, able to explain complex issues to non-technical audiences.
• Comfort with phone-based interactions.
• Demonstrated track record of exceeding key performance standards (CSAT, QA, speed-of-service).

Nice to Haves

• Experience building workflows or automations using AI tools.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage).
• Background in payments infrastructure (ACH, wire transfers, card networks).
• Track record of working in environments with rapid product shipping expectations and responsive CX.

Why be a CX Associate at Ramp

• Cross-functional exposure from day one, working directly with Product, Engineering, and GTM teams.
• Access to AI tools and unlimited tokens, including proprietary tools like Glass, with a culture that encourages their use for efficiency and innovation.
• Career growth that you own, with opportunities to grow within CX, explore other internal functions, or forge new paths.
• A culture that differs from a call center, with team events, offsites, and a commitment to building a collaborative team environment.

What To Know Before You Apply

• Schedule & Shift Bidding: CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM ET, and shifts may include a weekend day. Associates also cover 2–3 company holidays annually on a rotating basis.
• The product changes frequently, requiring continuous learning.
• This role is a launchpad for a career at a fast-growing fintech company.

Compensation (United States)

• NYC or SF: $65,000-$70,000
• All other locations: $60,000-$65,000

Benefits Available To All Full-time Ramp Employees (Global)

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend

United States Specific Benefits

• 100% medical, dental & vision insurance coverage for employees, with partial coverage for dependents.
• One Medical annual membership.
• 401(k), including employer match.
• Fertility HRA (up to $10,000 per year).
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay.
• Pet insurance.
• In-office perks: lunch, snacks, drinks.
• Relocation expense coverage to NYC or SF (if needed).

Canada Specific Benefits

• Group medical, dental, and vision coverage through Sun Life.
• Life, AD&D, and disability coverage.
• Fertility drug coverage (up to $4,000 lifetime).
• Group Retirement Plan with employer match (RRSP + DPSP).
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay.
• Employee Assistance Program and virtual care through Lumino Health.

United Kingdom Specific Benefits

• Private medical insurance through Freedom Elite.
• Virtual GP and at-home care via eMed x Livi.
• Workplace pension through Penfold, with salary sacrifice option.
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay.