Customer Experience Associate

Quick Facts

• Role: Customer Experience Associate

• Focus: Customer support ownership, investigation, and resolution across payments and finance integrations

Description

You’ll be the voice of Ramp’s Customer Support—triaging and resolving customer issues that span payments, cards, travel, and accounting integrations. This is not script-based support: you’ll diagnose across connected product areas, make high-signal judgments, and coordinate end-to-end escalations with Engineering, Risk, Product, and Partnerships. You’ll also help build and improve AI tools and CX operations, shipping process and knowledge improvements.

Responsibilities

• Engage with customers via live calls, email, and chat

• Diagnose issues across multiple product surfaces and understand how they connect

• Manage escalations end-to-end with ownership across internal teams

• Use Zendesk, internal tooling, and Slack-based workflows to route and follow up on tickets

• Use AI-powered research tools and proprietary tools (e.g., Glass) to solve CX problems and provide feedback on tool performance

• Improve processes, SOPs, and knowledge base content by building fixes and automations

• Communicate with precision and empathy to financially sophisticated customers

Requirements

• Systems thinker who asks why an issue exists and how to prevent it from recurring

• Hard requirement: actively uses AI tools (Claude, Notion AI, research and workflow tools) and can demonstrate application to real work

• Fast execution with speed, accuracy, and thoroughness

• Ability to discuss system connectivity (APIs, bank integrations, accounting software) even without writing code

• Strong prioritization when managing multiple open issues across teams

• Clear, concise writing for non-jargon explanations (e.g., to a CFO)

• Comfortable on the phone

• Track record of meeting/exceeding CSAT, QA, and speed-of-service metrics

Benefits

• Flexible PTO

• Health and wellness stipend

• Weekly coffee stipend

• One Medical annual membership

• 401(k) with employer match

• Parental leave

• Pet insurance

• In-office perks

• Centralized home-office equipment ordering