Customer Experience Agent

Ramp; Greater London; In loco; GBP 30.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive medical, dental, and视n

One Medical Membership

401(k) including an employer match

Unlimited PTO

Parental leave

Monthly wellness stipend

Pet Insurance

WFH stipend

Relocation support to move to NYC

Descrizione del lavoro

Ramp is seeking an experienced Customer Support professional in London to own complex customer issues across payments, card programs, and accounting integrations. You’ll triage, investigate, and take high-signal actions, partnering with Engineering, Risk, Product, and Partnerships to resolve problems end-to-end.

You’ll apply AI-powered research and internal tools to improve CX, automate processes, and build scalable solutions while communicating with precision and empathy.

Competenze

• Active use of AI tools (Claude, Notion AI) and ability to apply them to real work.
• Track record of exceeding CSAT, QA, and speed-of-service targets.
• Ability to discuss system connections (APIs, bank integrations, ERP) without coding.
• Manage competing priorities without dropping tasks.
• Handle multiple open issues across internal teams with accountability.
• Move quickly while balancing speed, accuracy, and thoroughness.
• Write clearly and concisely.
• Explain payment reconciliation concepts to a CFO without jargon.
• Think in systems to prevent recurring problems.
• Comfortable on the phone; many interactions start there.
• Experience building AI-driven workflows or automations.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations.
• Background in payments infrastructure (ACH, wires, card networks).
• History of shipping product features with strong CX expectations.

Mansioni

• Spot where customers get stuck and drive issues to resolution.
• Troubleshoot across payments, bank linking, and accounting syncs.
• Partner with Engineering, Risk, Product, and Partnerships to solve problems.
• Own escalations end-to-end; route across teams and follow up.
• Build AI-driven CX tools and improve internal processes.
• Communicate actions clearly and empathetically to customers.

Conoscenze

Customer support

Communication

Systems thinking

AI tooling

APIs & integrations

Strumenti

Zendesk

Slack

Claude

Notion AI

Glass daily

Descrizione del lavoro

• Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Our 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
• 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
• You will thrive in this role if you are a systems thinker and deeply customer obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart
• 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. 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. You’re not just a user — you’re a builder. We are all builders at Ramp
• Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that’s sending agents down the wrong path, you don’t just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better
• 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

Benefits

• Comprehensive medical, dental, and vision insurance
• One Medical Membership
• 401(k) including an employer match
• Unlimited PTO
• Parental leave
• Monthly wellness stipend
• Pet Insurance
• WFH stipend
• Relocation support to move to NYC

• 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 requirementYou have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics
• 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’re fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction
• You write clearly and concisely.
• You can explain a payment reconciliation issue to a CFO without jargon
• 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’re comfortable on the phone.
• Many interactions start there
• 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