AI-Driven CX Associate

Triwill Group; New York (NY); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Weekly coffee stipend

401(k) plan with employer match

Job summary

Ramp is hiring a CX Associate to move real money through payments, cards, and accounting integrations, with a focus on fast, accurate customer support. You will handle live calls, email, and chat, diagnose issues, and own escalations across teams.

The role emphasizes ownership and building AI-enabled CX tools to improve outcomes. You'll use Glass daily, contribute to tool evolution, and communicate clearly with customers and leaders alike.

Qualifications

• You are a systems thinker who asks why problems exist and how to prevent repeats.
• You actively use AI tools—Claude, Notion AI, and research/workflow tools.
• You move fast while maintaining a high bar for execution.
• You can discuss how systems connect (APIs, bank integrations, accounting software).
• You manage competing priorities without dropping items.
• You write clearly and concisely to explain issues to a CFO or leader.
• You’re comfortable on the phone and with customer calls.
• You have a track record of exceeding CSAT, QA, and speed metrics.

Responsibilities

• Be the voice of Ramp's Customer Support across calls, email, and chat.
• Diagnose across a broad product surface and understand connections and breaks.
• Own escalations end-to-end and route cross-team issues appropriately.
• Build and shape AI tools, providing feedback and evolving capabilities.
• Ship improvements, fixing process gaps and creating SOPs when needed.
• Communicate with precision and empathy about what is happening and next steps.

Skills

Systems thinking

AI tools usage

APIs knowledge

Communication skills

Prioritization

Tools

Zendesk

Glass daily

Slack

Job description

Ramp is hiring a CX Associate to move real money through payments, cards, and accounting integrations, with a focus on fast, accurate customer support. You will handle live calls, email, and chat, diagnose issues, and own escalations across teams.

The role emphasizes ownership and building AI-enabled CX tools to improve outcomes. You'll use Glass daily, contribute to tool evolution, and communicate clearly with customers and leaders alike.