Customer Experience Associate
Ramp is an AI-powered financial operations platform for businesses, combining corporate cards, expense management, bill payments, accounting automation, procurement, travel, treasury, and related finance workflows.
About Ramp
Ramp is a privately held New York financial-services company founded in 2019. Its platform combines corporate cards, spend and expense management, bill payments, accounting automation, procurement, travel, treasury, and other financial-operations services. Ramp reports serving more than 70,000 companies.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will engage with customers through calls, email, and chat while diagnosing issues across payments, cards, travel, accounting integrations, and bank linking. You will manage escalations from investigation through resolution, collaborate with technical and operational stakeholders, and improve processes, documentation, automations, and AI tools.
Requirements
- Systems-thinking approach to solving customer issues and preventing recurrence
- Demonstrated use of AI tools such as Claude, Notion AI, and research or workflow tools
- Ability to balance speed, accuracy, and thoroughness
- Ability to discuss APIs, bank integrations, and accounting software
- Ability to manage competing priorities across multiple issues and teams
- Clear and concise written communication
- Comfort communicating by phone
- Track record of exceeding CSAT, quality-assurance, and speed-of-service standards
- Experience building AI-powered workflows or automations
- Familiarity with AP, AR, general ledger, reconciliation, or ERP integrations
- Background in ACH, wire transfers, or card networks
Responsibilities
- Engage with customers through live calls, email, and chat
- Diagnose issues across payments, cards, travel, accounting integrations, and bank linking
- Manage escalations end to end across risk, engineering, product, and partnerships
- Use Zendesk, internal tools, and Slack escalation workflows
- Use AI-powered research and workflow tools and provide feedback on their effectiveness
- Fix process gaps, update standard operating procedures, and improve knowledge-base content
- Build automations and improve support systems
- Explain issues and resolutions clearly and empathetically
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Medical, dental, and vision insurance coverage
- One Medical annual membership
- 401(k) with employer match
- Fertility HRA up to $10,000 per year
- Paid parental leave
- Pet insurance
- In-office meals, snacks, and drinks
- Relocation expense coverage to New York City or San Francisco
