Ramp - Customer Experience Agent
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Requirements
• 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 working hand in hand with AI tools to conduct research, write content, and follow processes • 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 Bidding - Please Read Carefully: CX Phone Agents work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM ET, 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. • 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. • For candidates located in NYC or SF, the pay range for this role is $60,000-$70,000. For candidates located in all other locations, the pay range for this role is $60,000-$65,000. • Benefits (for U.S.-based full-time employees) • 100% medical, dental & vision insurance coverage for you • Partially covered for your dependents • One Medical annual membership • 401k (including employer match on contributions made while employed by Ramp) • Fertility HRA (up to $10,000 per year) • Unlimited AI token usage • Centralized home-office equipment ordering for all employees • Health and Wellness stipend • In-office perks: lunch, snacks, drinks, and more • Budget for intra-office travel • Relocation support to NYC or SF (as needed) • Referral Instructions • If you are being referred for the role, please contact that person to apply on your behalf. • Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. • Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. • Ramp Applicant Privacy Notice
Responsibilities
• Be the voice of Ramp's Customer Support. This role expects you to 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. • Work with AI tools daily. Ramp is building AI into CX operations. You'll use AI-powered research tools, provide feedback on what's working, and be instrumental to shaping how these tools evolve. Comfort with new technology isn't optional.We are all builders at Ramp. • Improve the system, not just the ticket. When you notice a process gap, a missing SOP, or a knowledge base article that's sending agents down the wrong path, you flag it and propose fixes. 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
• $60K – $70K • Offers Equity • This role will be paid hourly with a minimum hourly expectation. • The final compensation will depend on the location and level at which the candidate is hired. • Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $100B in annualized spend flows in and out of 50,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. • The problems are high-stakes, data-dense, and unforgiving. • We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. • The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. • If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. • Ramp is hiring Customer Experience Agents to be the voice of Ramp for thousands of customers — and direct line of contact when something goes wrong. This is a phone-first role: most of your day will be spent live on the line, solving problems quickly, building trust, and creating memorable experiences for our customers. • We’re a fast-moving, high-energy team that holds ourselves to a high bar: speed, accuracy, and empathy in every interaction. Here, ownership means more than answering calls; it’s about driving customer issues forward until they’re resolved, partnering with product, engineering, and other teams to make sure nothing slips through the cracks. • Ramp is scaling quickly, which means change is constant. We lean into AI, automation, and evolving workflows to keep up the pace and we’re looking for people who are excited to grow alongside that change. The best CX Agents at Ramp combine startup energy with accountability: they move fast, adapt easily, and take pride in holding themselves to measurable results. • If you thrive in dynamic environments, love delivering outstanding customer experiences, and want to work with some of the fastest-growing companies in the U.S., this role is for you.
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