AI-Driven CX Associate for Fintech Support & Ops

ramp; New York (FL); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment

Health and wellness stipend

Annual travel budget

Weekly coffee stipend

Job summary

Ramp is seeking a CX Associate to own customer support interactions across payments, cards, travel, and accounting integrations. You will troubleshoot complex issues, triage escalations, and partner with Engineering, Risk, Product, and Partnerships to resolve them.

A systems thinker with a customer-obsessed mindset will thrive in a fast-paced environment. You will leverage AI tools to drive faster, smarter resolutions while building internal automations.

Qualifications

• You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
• You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done.
• You're fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.
• You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.
• You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.
• You're comfortable on the phone. Many interactions start there.
• You have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

Responsibilities

• Be the voice of Ramp's Customer Support. You'll spend your day engaging with customers, primarily via live calls, email, and chat.
• Diagnose across a broad product surface. Ramp isn't one product — it's payments, cards, travel, accounting integrations, and more.
• Operate with an ownership mindset, managing escalations end-to-end. You route issues across teams and ensure timely follow-up.
• Build and shape AI tools, not just use them. You'll provide feedback and help evolve internal AI tools.
• Ship improvements, not just flag them. Fix process gaps, write SOPs, and build automations.
• Communicate with precision and empathy. Explain what’s happening and what’s next to customers.

Skills

Systems thinker

AI tools

Fast pace

APIs & integrations

Prioritization

Clear communication

Phone support

CX metrics (CSAT/QA)

Tools

Claude

Notion AI

Glass

NetSuite

QuickBooks

Sage

Job description

Ramp is seeking a CX Associate to own customer support interactions across payments, cards, travel, and accounting integrations. You will troubleshoot complex issues, triage escalations, and partner with Engineering, Risk, Product, and Partnerships to resolve them.

A systems thinker with a customer-obsessed mindset will thrive in a fast-paced environment. You will leverage AI tools to drive faster, smarter resolutions while building internal automations.