Customer Experience Associate

Aplaro Ltd; New York; On-site; GBP 60,000 - 90,000; Full time

Job summary

Ramp builds software that moves real money across payments, cards, and accounting integrations. In this role, you will spot where customers are stuck and drive issues to a clear resolution, learning the product deeply to troubleshoot across payments, bank linking, and integrations, then partner with Engineering, Risk, Product, and Partnerships to solve problems.

You will triage, investigate, and make high-signal judgments; you are a systems thinker, customer-obsessed, and use AI tools to improve

Qualifications

• Systems thinking approach to prevent recurrence.
• Active use of AI tools (Claude, Notion AI) for real work.
• Ability to discuss API integrations and accounting software.
• Strong prioritization across multiple teams.

Responsibilities

• Be the voice of Ramp's Customer Support.
• Diagnose across a broad product surface.
• Own escalations end-to-end and route across teams.
• Build and shape AI tools and provide feedback.
• Ship improvements and create SOPs.
• Communicate with precision and empathy.

Skills

Systems thinking

AI tools usage

APIs & integrations

Communication clarity

Customer empathy

Tools

Zendesk

Glass daily

Slack

Notion AI

Job description

ABOUT RAMP

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.

The problems are high-stakes, data-dense, and unforgiving.

We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you've built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.

The median Ramp customer saves 5% and grows revenue 16% in their first year - far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.

If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

ABOUT THE ROLE

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.

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. 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 associates 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.

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. This is a hard requirement.
• 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.

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 shi