AI-Driven CX Associate: End-to-End Customer Impact

Ramp; New York, Denver, Miami (NY, CO, FL); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Intra-office travel budget

Weekly coffee stipend

Job summary

Ramp is hiring a CX Associate to support customers across payments, cards, travel, and accounting integrations. You will triage, investigate, and exercise high-signal judgment to resolve issues while leveraging AI-powered research tools and Glass-like proprietary tools.

You will collaborate with Engineering, Risk, Product, and Partnerships to improve processes and the customer experience. A systems-thinking mindset and strong communication are essential for success in a fast-paced fintech

Qualifications

• Think beyond the ticket: identify root causes and prevention
• Demonstrate practical use of AI tools to deliver outcomes
• Balance speed, accuracy, and thoroughness in every interaction

Responsibilities

• Be the voice of Ramp's Customer Support with customers via live calls, email, and chat
• Diagnose across a broad product surface including payments, cards, travel, and accounting integrations
• Own escalations end-to-end across risk, engineering, product, and partnerships
• Build and shape AI tools and provide feedback on their evolution
• Ship improvements by fixing processes, SOPs, and knowledge bases
• Communicate with precision and empathy to explain what is happening and what to expect

Skills

Systems thinking

AI tool usage

Communication

Tools

Zendesk

Slack

Claude / Notion AI

Job description

Ramp is hiring a CX Associate to support customers across payments, cards, travel, and accounting integrations. You will triage, investigate, and exercise high-signal judgment to resolve issues while leveraging AI-powered research tools and Glass-like proprietary tools.

You will collaborate with Engineering, Risk, Product, and Partnerships to improve processes and the customer experience. A systems-thinking mindset and strong communication are essential for success in a fast-paced fintech