AI-Driven CX Associate — Fintech Support & Ops

Ramp; United States; On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment

Wellness stipend

Travel budget

Weekly coffee stipend

Medical insurance

Dental insurance

Vision insurance

One Medical membership

401(k) with employer match

Parental leave

Pet insurance

Relocation assistance

Job summary

Ramp is seeking a CX Associate to own customer interactions across calls, email, and chat. You will diagnose issues spanning payments, cards, and accounting integrations, and shepherd escalations end-to-end with risk, engineering, product, and partnerships teams.

You will shape AI-enabled CX tools and grow internal processes. The role emphasizes systems thinking, rapid execution, and clear communication with financial executives.

Qualifications

• Systems thinker who prevents problems by addressing root causes
• Must actively use AI tools (Claude, Notion AI) and apply them to real work
• Fast-moving with a high bar for execution in every interaction
• Able to discuss system connections (APIs, banking integrations, accounting software) without coding
• Manage competing priorities across multiple internal teams without dropping items
• Write clearly and concisely; explain complex issues to a CFO without jargon
• Comfortable speaking on the phone with customers
• Proven track record of meeting CSAT, QA, and speed-of-service targets

Responsibilities

• Be the voice of Ramp's Customer Support across calls, email, and chat
• Diagnose across a broad product surface and understand connections between payments, cards, and accounting integrations
• Own escalations end-to-end; route cross-team issues and ensure timely customer resolution
• Build and shape AI tools; provide feedback and help evolve AI-driven CX solutions
• Identify process gaps, propose SOPs or knowledge base improvements, and implement fixes
• Communicate with precision and empathy, keeping customers informed about actions and timelines

Skills

Systems thinking

AI tools usage

Fast execution

APIs & integrations

Multi-tasking

Clear communication

Phone interactions

Customer metrics (CSAT)

Tools

Zendesk

Glass AI platform

Slack

Slack-based escalation workflows

Job description

Ramp is seeking a CX Associate to own customer interactions across calls, email, and chat. You will diagnose issues spanning payments, cards, and accounting integrations, and shepherd escalations end-to-end with risk, engineering, product, and partnerships teams.

You will shape AI-enabled CX tools and grow internal processes. The role emphasizes systems thinking, rapid execution, and clear communication with financial executives.