Customer Experience Associate

Quick Facts

• Role: Customer Experience Associate

• Focus: Customer support and high-signal issue resolution across payments and accounting workflows

Description

You’ll be the voice of Ramp’s Customer Support, using live calls, email, and chat to diagnose and resolve issues across a broad product surface (payments, cards, travel, accounting integrations, and more). You’ll triage, investigate, and make high-signal judgment calls, taking end-to-end ownership and coordinating escalations across Risk, Engineering, Product, and Partnerships. This role is also about improving CX operations by building and shaping AI tools and fixing process gaps with autonomy.

Responsibilities

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

• Diagnose issues across connected systems where products break

• Own each ticket end-to-end, including routing and follow-up across internal teams

• Use Zendesk, internal tooling, and Slack-based escalation workflows

• Build and improve AI-powered CX research and automation tools (including providing feedback)

• Ship improvements to SOPs and knowledge base articles to reduce repeat issues

• Communicate with precision and empathy to customers with financial sophistication

Requirements

• Systems-thinking approach focused on root cause and prevention

• Demonstrated, required use of AI tools to accomplish real work (Claude, Notion AI, research/workflow tools)

• Ability to balance speed, accuracy, and thoroughness

• Can discuss technical system connections (APIs, bank integrations, accounting software) without necessarily coding

• Strong multi-priority management when multiple issues are open across teams

• Clear, concise writing for non-jargon explanations to finance stakeholders

• Comfort on the phone for many customer interactions

• Proven history of exceeding CX performance metrics (CSAT, QA, speed-of-service)

Benefits

• Flexible PTO

• 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 (partial for dependents)

• One Medical annual membership

• 401(k) with employer match

• Fertility HRA (up to $10,000/year)

• Parental leave (up to 16 weeks birthing + bonding or 8 weeks bonding only at 100% pay)

• Pet insurance

• In-office perks (lunch, snacks, drinks)

• Relocation expense coverage to NYC or SF if needed

• Additional location-specific benefits for Canada and the United Kingdom