AI-Driven CX Associate for Fintech Payments

Inested; New York (NY); On-site; USD 65,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp builds software that moves real money—from bill payments to card programs and accounting integrations. You will own escalations, diagnose across a broad product surface, and partner with Engineering, Risk, Product, and Partnerships to drive end-to-end resolutions.

You will implement AI-powered tools and workflows, proactively fixing gaps, and communicating clearly with customers. This role requires systems thinking, fast execution, and strong empathy in every interaction.

Qualifications

• Systems thinker who prevents reoccurring problems.
• Active use of AI tools (Claude, Notion AI) with tangible results.
• Fast-moving while maintaining high execution bar.
• Ability to discuss APIs, bank integrations, and accounting software.
• Manage multiple priorities without dropping items across teams.
• Write clearly and concisely for financial stakeholders.
• Comfortable speaking on the phone with customers.
• Proven track record of exceeding CSAT, QA, and speed-of-service metrics.

Responsibilities

• Be the voice of Ramp's Customer Support in interactions with 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 cross-team issues and ensure timely resolution.
• Build and shape AI tools, providing feedback and helping evolve AI-enabled CX workflows.
• Ship improvements by addressing process gaps, creating SOPs, and fixing knowledge base gaps.
• Communicate with precision and empathy; explain issues, actions, and expected outcomes clearly.

Skills

Systems thinking

AI tools

Fast pace

APIs & integrations

Prioritization

Clear communication

Phone skills

KPIs achievement

Job description

Ramp builds software that moves real money—from bill payments to card programs and accounting integrations. You will own escalations, diagnose across a broad product surface, and partner with Engineering, Risk, Product, and Partnerships to drive end-to-end resolutions.

You will implement AI-powered tools and workflows, proactively fixing gaps, and communicating clearly with customers. This role requires systems thinking, fast execution, and strong empathy in every interaction.