ramp - Customer Experience Agent - London
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Requirements
• 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. • 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
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. We are all builders at Ramp. • Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending agents 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. The best people in this role make the whole team better. • 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.
Benefits
• Cross-functional exposure from day one. You work directly with Product, Engineering, and GTM teams — not siloed into a support queue. • AI tools and unlimited access. Unlimited tokens, proprietary AI tools like Glass, and a culture that expects you to use them to move faster and build smarter. • Career growth that you own. Grow within CX, explore other functions internally, or carve out a path that doesn't exist yet. If you're invested, we're invested. • Culture that's different from a call center. Team events, in-person offsites, and a genuine commitment to building a team people want to be part of. • READ MORE ABOUT HOW RAMP THINKS ABOUT AI AND CX: • How Ramp Became an AI-First Company — Geoff Charles, CPO https://x.com/geoffintech/status/2042002590758572377?s=20 • Inside Glass: How Ramp Built a Proprietary AI Platform for CX — Seb Goddijn, AI Product Manager https://x.com/sebgoddijn/status/2042285915435937816?s=20 • AI-Powered Customer Experience at Ramp — Ben Levick, Head of CX / Ramp AI https://ramp.com/leading-indicators/how-to-build-your-team-to-capitalize-on-ai • Schedule & Shift Bidding - Please Read Carefully: This role is part of Ramp’s UK-based overnight coverage strategy. Team members will work a set 40-hour/week schedule designed to support customer needs outside US business hours. Schedules may include evenings, weekends, and rotating holiday coverage, depending on business needs. • Hours Expected: CX Phone Agents work a set 40-hour/week schedule assigned through a schedule-bid process. Work shifts will span anywhere between 7:00 AM–11:00 PM GMT, and your shift will likely include a weekend day (either Sun–Thu or Tue–Sat). Agents also cover 2–3 company holidays per year on a rotating basis. Ramp's customers operate on financial deadlines that don't pause. • This is a fast-changing environment: Ramp’s product and customer needs evolve quickly. Success in this role requires comfort with ambiguity, strong judgment, and a willingness to learn new systems, workflows, and product surfaces continuously.
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