Customer Experience Associate - London
Hybrid (London, UK)£39k - £43kFull-timePosted 5mo ago
About the role
Ramp is hiring a Customer Experience Associate in London. The role focuses on diagnosing and resolving customer issues across Ramp’s broad product surface (payments, cards, travel, accounting integrations, and more) with an emphasis on ownership, systems thinking, and leveraging AI tools to improve CX. The position is part of Ramp’s UK overnight coverage strategy and involves 40-hour weekly shifts with potential evenings, weekends, and holiday coverage.
Responsibilities
- Be the voice of Ramp's Customer Support. Engage with customers via live calls, email, and chat.
- Diagnose across a broad product surface (payments, cards, travel, accounting integrations, and more). Understand how they connect and where they break.
- Operate with an ownership mindset, managing escalations end-to-end across risk, engineering, product, and partnerships.
- Build and shape AI tools, not just use them. Provide feedback and influence tool evolution.
- Ship improvements by solving process gaps, building automations, and improving SOPs and knowledge base articles.
- Communicate with precision and empathy, explaining what’s happening and what to expect.
Qualifications
- Systems thinker who asks why problems exist and how to prevent recurrence.
- Active use of AI tools (e.g., Claude, Notion AI) with proven application to real work.
- Fast-moving with high execution standards (speed, accuracy, thoroughness).
- Ability to hold technical conversations about APIs, bank integrations, and accounting software.
- Strong multi-tasking across multiple internal teams without dropping issues.
- Clear and concise writing, able to explain payment reconciliation to a CFO.
- Comfortable on the phone.
- Demonstrated track record of exceeding CSAT, QA, and speed-of-service metrics.
Skills
Required:AI tools usageCommunicationProduct cross-functional collaborationTroubleshooting and triageMulti-task management
Benefits
- Flexible PTO
- Centralized home-office equipment ordering
- Health and wellness stipend
- Budget for intra-office travel
- Weekly coffee stipend
- Private medical insurance (UK)
- Virtual GP and at-home care via eMed x Livi
- Workplace pension through Penfold
- Parental leave up to 16 weeks with 100% pay (additional time at reduced pay)
- Relocation assistance (UK/US) where applicable
Last updated Oct 8, 2026. Interested? Apply on the company site.
About Ramp
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