Ramp - Customer Experience Associate
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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
• 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 • Inside Glass: How Ramp Built a Proprietary AI Platform for CX — Seb Goddijn, AI Product Manager • AI-Powered Customer Experience at Ramp — Ben Levick, Head of CX / Ramp AI • 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 available to all full-time Ramp employees (Global) • Unlimited AI token usage • Centralized home-office equipment ordering • Health and wellness stipend • Budget for intra-office travel • Weekly coffee stipend • 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents • One Medical annual membership • 401(k), including employer match on contributions made while employed by Ramp • Fertility HRA (up to $10,000 per year) • Parental leave: up to 16 weeks (80 days) at 100% pay • Pet insurance • In-office perks: lunch, snacks, drinks, and more • Relocation support to NYC or SF (as needed) • 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 (80 days) at 100% pay, with additional time available at reduced pay • Employee Assistance Program and virtual care through Lumino Health • Private medical insurance through Freedom Elite • Virtual GP and at-home care via eMed x Livi • Workplace pension through Penfold, with salary sacrifice option • 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
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