AI-Driven CX Associate — Fintech Support & Impact

Precision Labs; Northern, New York (KY, NY); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Travel budget

Weekly coffee stipend

Relocation expense coverage

Job summary

Ramp builds software that moves real money, from payments to card programs, and empowers finance teams. This CX Associate role spots where customers get stuck and drives issues to resolution, partnering with Engineering, Risk, Product, and Partnerships.

You’ll work across Zendesk and internal tooling, triaging with high-signal judgment, building AI-assisted improvements, and shaping processes that raise CSAT and speed of service.

Qualifications

• You think in systems and look for root causes to prevent recurrence.
• You actively use AI tools and can show real work results with them.
• You balance speed with accuracy and thoroughness in every interaction.
• You can discuss how systems connect (APIs, bank integrations, accounting software) even if you don't code.
• You manage competing priorities without dropping items from the backlog.

Responsibilities

• Be the voice of Ramp's Customer Support and engage customers via calls, email, and chat.
• Diagnose across a broad product surface spanning payments, cards, travel, and accounting integrations.
• Own escalations end-to-end; route across teams and ensure timely follow-ups.
• Build and shape AI tools; provide feedback and help evolve proprietary tools like Glass.
• Ship improvements by fixing process gaps, SOPs, or knowledge base items and building automations.
• Communicate with precision and empathy, explaining issues and next steps clearly.

Skills

Systems thinking

AI tools usage

Fast execution

Technical conversations

Prioritization

Clear communication

Phone presence

CSAT/QA performance

Tools

Zendesk

Slack workflows

Glass AI tools

Internal tooling

Job description

Ramp builds software that moves real money, from payments to card programs, and empowers finance teams. This CX Associate role spots where customers get stuck and drives issues to resolution, partnering with Engineering, Risk, Product, and Partnerships.

You’ll work across Zendesk and internal tooling, triaging with high-signal judgment, building AI-assisted improvements, and shaping processes that raise CSAT and speed of service.