Customer Experience Associate (Evening Shift)

Quick Facts

• Role: Customer Experience Associate (Evening Shift)
• Work schedule: 40 hours/week; evening shift 6:00 PM–2:30 AM EST; weekend day included; rotating coverage for 2–3 company holidays per year

Description

You will be the voice of Ramp’s customer support team, engaging primarily through live calls, email, and chat. Diagnose customer issues across payments, cards, travel, and accounting integrations, then drive escalations end-to-end with Engineering, Risk, Product, and Partnerships using clear, empathetic communication. You will actively use AI-powered research and proprietary tools to troubleshoot, make high-signal judgment calls, and improve CX operations.

Responsibilities

• Triage and resolve customer issues with full accountability per ticket
• Diagnose across a broad product surface and understand how systems connect
• Route escalations correctly across internal teams and ensure customers are not left waiting
• Use Zendesk, internal tooling, and Slack-based escalation workflows
• Build and shape AI tools/workflows for CX operations (provide feedback on what works)
• Identify and fix process gaps (missing SOPs or confusing knowledge base content)
• Communicate precisely with financially sophisticated customers

Requirements

• Systems thinker who investigates why the problem exists and how to prevent recurrence
• Hard requirement: actively use AI tools (Claude, Notion AI, research/workflow tools) and demonstrate real work outcomes
• Balance speed, accuracy, and thoroughness
• Comfortable discussing how systems connect (APIs, bank integrations, accounting software), even without writing code
• Strong priority management across multiple open issues
• Clear, concise writing with jargon-free explanations
• Comfortable on the phone
• Demonstrated track record exceeding CSAT, QA, and speed-of-service metrics

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• United States: 100% medical, dental & vision for you; partial dependents coverage; One Medical membership; 401(k) with employer match; Fertility HRA; parental leave; pet insurance; in-office perks; relocation support for NYC/SF if needed
• Canada: group medical/dental/vision; life/AD&D/disability; fertility drug coverage; RRSP/DPSP employer match; parental leave; Employee Assistance Program and virtual care
• United Kingdom: private medical via Freedom Elite; virtual GP and at-home care; workplace pension (Penfold) with salary sacrifice option; parental leave
• SF Fair Chance Ordinance notice: will consider qualified applicants with arrest/conviction records