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Customer Experience Associate

Ramp· Customer Experience
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Remote$60k - $70kFull-timePosted 11mo ago

About the role

Ramp is hiring a Customer Experience Associate to diagnose and resolve complex customer issues across payments, bank linking, accounting syncs, and card programs. The role emphasizes ownership, cross-functional collaboration, and building AI-enabled CX tooling to improve processes and outcomes.

Responsibilities

  • 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. 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.
  • 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 roll up your sleeves to fix it and build automations.
  • Communicate with precision and empathy. Explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.

Qualifications

  • 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.

Skills

Required:AI tooling proficiencySystems thinkingTechnical conversation without codingEffective communication

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, with partial coverage for dependents
  • One Medical annual membership
  • 401(k), including employer match
  • Fertility HRA (up to $10,000 per 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, and more
  • Relocation expense coverage to NYC or SF (if needed)
Last updated Aug 27, 2026. Interested? Apply on the company site.
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About Ramp

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