Customer Experience Associate

About Ramp

Ramp builds software for finance teams, automating spend management.

About The Role

As a Customer Experience Associate, you will be the primary point of contact for customers, diagnosing and resolving issues across Ramp's product suite, including payments, cards, travel, and accounting integrations. You will triage, investigate, and make judgment calls, partnering with Engineering, Risk, Product, and Partnerships teams to achieve resolutions. This role requires a systems-thinking approach and deep customer obsession, focusing on improving processes and outcomes beyond basic support.

What You’ll Do

• Serve as the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat.
• Diagnose issues across a broad product surface, understanding the connections between payments, cards, travel, and accounting integrations.
• Operate with an ownership mindset, managing escalations end-to-end and ensuring customer satisfaction.
• Collaborate across Zendesk, internal tooling, and Slack-based escalation workflows.
• Build and shape AI tools used in CX operations, providing feedback on proprietary tools like Glass.
• Identify process gaps, missing SOPs, or knowledge base inaccuracies and proactively implement improvements.
• Communicate complex issues and solutions clearly and empathetically to financially sophisticated customers.

Requirements & Tech Stack

• Systems thinker with the ability to identify root causes and prevent future issues.
• Active user of AI tools (e.g., Claude, Notion AI, research and workflow tools) with demonstrable application in work.
• Fast-moving with a high bar for execution, balancing speed, accuracy, and thoroughness.
• Ability to hold technical conversations about system connections (APIs, bank integrations, accounting software).
• Skilled at managing competing priorities without dropping tasks.
• Excellent written communication skills, able to explain complex topics concisely and without jargon.
• Comfortable conducting interactions over the phone.
• Demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.
• Familiarity with AI tools and building AI-powered workflows or automations is a plus.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage) is a plus.
• Background in payments infrastructure (ACH, wire transfers, card networks) is a plus.
• Experience working in a fast-paced product environment where CX keeps pace with product releases.

What To Know Before You Apply

• Schedule & Shift Bidding: This is an evening shift role (6:00 PM–2:30 AM EST), likely including a weekend day. It requires coverage of 2–3 company holidays per year.
• The product landscape changes frequently; this role is suited for individuals who enjoy continuous learning.
• This position is described as a launchpad for career growth within the company.

Pay Range

• NYC/SF: $65,000-$70,000
• 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 employees, with partial coverage for dependents.
• One Medical annual membership.
• 401(k) with 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.