Customer Experience Associate

About the Role

Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Customers rely on Ramp to keep their operations running. In this role, you will identify customer pain points and drive issues to resolution. You will gain deep product knowledge to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with Engineering, Risk, Product, and Partnerships teams. This is not script-based support. You will triage, investigate, and make high-signal judgment calls. This role is for systems thinkers who are deeply customer-obsessed. Support is the baseline; improving processes, tools, and outcomes is what sets you apart.

Key Responsibilities

• Be the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat.
• Diagnose issues across a broad product surface, understanding how payments, cards, travel, and accounting integrations connect and where they 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.
• Work across Zendesk, internal tooling, and Slack-based escalation workflows.
• Build and shape AI tools, using AI-powered research tools and proprietary tools like Glass, providing feedback, and actively participating in tool evolution.
• Ship improvements by identifying process gaps, missing SOPs, or incorrect knowledge base articles and autonomously fixing them.
• Leverage AI to solve problems, build automations, and improve systems.
• Communicate with precision and empathy, clearly explaining issues and solutions to financially sophisticated customers.

Requirements & Tech Stack

• Systems thinker: you don't just solve immediate tickets but ask why problems exist and how to prevent them.
• Actively use AI tools (e.g., Claude, Notion AI, research and workflow tools) and demonstrate their application to real work. This is a hard requirement.
• Fast-moving with a high bar for execution, balancing speed, accuracy, and thoroughness.
• Ability to hold technical conversations about system connections (e.g., APIs, bank integrations, accounting software).
• Skill in managing competing priorities without dropping issues.
• Clear and concise writing ability, capable of explaining complex issues like payment reconciliation to a CFO without jargon.
• Comfortable on the phone.
• Demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

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 a fast-paced product environment where CX kept up.

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.
• Career growth ownership within CX, exploration of other internal functions, or creation of new paths.
• Culture distinct from a call center, with team events and commitment to building a desirable team environment.

What To Know Before You Apply

• Schedule & Shift Bidding: Work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM local time (EST/ CST/ PST), likely including a weekend day (Sun–Thu or Tue–Sat). Cover 2–3 company holidays per year 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.
• Pay Range:
• NYC or SF: $60,000-$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 Benefits

• 100% medical, dental & vision insurance coverage for you, 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, and more
• Relocation expense coverage to NYC or SF (if needed)

Canada 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 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