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: invoices get paid, books get closed, and finance leaders can trust the data behind every decision.

In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day.

You will thrive in this role if you are a systems thinker and deeply customer-obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart.

Key Responsibilities

• Be the voice of Ramp's Customer Support. You'll spend your day engaging with customers, primarily via live calls, email, and chat.
• Diagnose across a broad product surface. Ramp isn't one product — it's payments, cards, travel, accounting integrations, and more. You'll need to understand how they connect and where they break.
• Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries — risk, engineering, product, partnerships — you route it correctly, follow up, and make sure the customer isn't left waiting. You'll work across Zendesk, internal tooling, and Slack-based escalation workflows.
• Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve. You're not just a user — you're a builder.
• Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you.
• Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.

Requirements & Tech Stack

• You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
• You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done. This is a hard requirement.
• You're fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.
• You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.
• You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.
• You're comfortable on the phone. Many interactions start there.
• You have a 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, not just prompting.
• 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 somewhere that shipped product fast and expected CX to keep up.

Schedule & Shift

• CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process.
• Evening working hours span 6:00 PM–2:30 AM EST.
• Your shift will likely include a weekend day (either Sun–Thu or Tue–Sat).
• Associates also cover 2–3 company holidays per year on a rotating basis.

Other Information

• The product changes frequently. If you need a stable, predictable environment, this isn't it. If you like learning new things every week, it is.
• This role is a launchpad for your career at one of the fastest-growing companies in fintech.