Description
Compensation
$60K – $70K • Offers Equity • This role will be paid hourly with a minimum hourly expectation. The final compensation will depend on the location and level at which you are hired.
Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Customers rely on us to keep their operations running: invoices get paid, books get closed, and finance leaders can trust the data behind every decision.
About the Role
In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day.
What You’ll Do
- 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.
- 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.
- 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.
- 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.
What You Need
- 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.
- 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.
- You write clearly and concisely.
- You're comfortable on the phone.
- You have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.
Nice to Haves
- Experience building workflows or automations using AI tools, not just prompting.
- Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage).
- Background in payments infrastructure (ACH, wire transfers, card networks).
- Track record of working somewhere that shipped product fast and expected CX to keep up.
Why be a CX Associate at Ramp
- 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.
- 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.
Schedule & Shift Bidding
CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Evening working hours span 6:00 PM–2:30 AM EST, and your shift will likely include a weekend day (either Sun–Thu or Tue–Sat). Associates also cover 2–3 company holidays per year on a rotating basis.
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 on contributions made while employed by Ramp
- 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)