AI-Driven CX Associate

Ramp; Greater London; On-site; GBP 39,000 - 43,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Intra-office travel budget

Weekly coffee stipend

Private medical insurance (UK)

Virtual GP

Workplace pension

Parental leave

Job summary

Ramp is hiring a CX Associate in the United Kingdom to own end-to-end customer issues across payments, card programs, and accounting integrations. You’ll triage, investigate, and resolve escalations with cross-functional teams, leveraging AI tools to improve CX while maintaining high standards of CSAT and speed.

You’ll work a 40-hour week with shifts designed to cover UK business hours, including evenings and weekends as needed, in a fast-changing fintech environment.

Qualifications

• You are 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. 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.

Responsibilities

• Be the voice of Ramp's Customer Support. Engage with customers via live calls, email, and chat.
• Diagnose across a broad product surface including payments, cards, travel, and accounting integrations.
• Take ownership of escalations end-to-end and route issues across teams using Zendesk and internal tooling.
• Build and shape AI tools and provide feedback on their evolution.
• Ship improvements and fix process gaps with autonomy and initiative.
• Communicate with precision and empathy, explaining issues and next steps clearly.

Skills

Systems thinking

AI tools usage

Speed & precision

APIs & integrations

Clear communication

Phone communication

Prioritization

Technical conversations

Tools

Glass AI

Job description

Ramp is hiring a CX Associate in the United Kingdom to own end-to-end customer issues across payments, card programs, and accounting integrations. You’ll triage, investigate, and resolve escalations with cross-functional teams, leveraging AI tools to improve CX while maintaining high standards of CSAT and speed.

You’ll work a 40-hour week with shifts designed to cover UK business hours, including evenings and weekends as needed, in a fast-changing fintech environment.