Customer Experience Associate

Join Ramp as a Customer Experience Associate to help customers navigate complex financial software. Engage directly with clients, troubleshoot issues, and contribute to process improvements in a fast-paced fintech environment. Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.

• •Be the voice of Ramp's Customer Support. You'll 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.
• •Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve. You're not just a user — you're a builder. We are all builders at Ramp.
• •Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. 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.

• •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.

• •You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
• •You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done. This is a hard requirement.
• •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.