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 is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $275B in annualized spend flows in and out of 85,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
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.
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.
- 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 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.
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
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.