AI-Driven CX Builder

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

Benefits offered by this job

Flex PTO

Home-office equipment

Health and wellness stipend

Intra-office travel budget

Weekly coffee stipend

Job summary

Ramp is seeking a CX Associate to join our fast-growing fintech team in New York. You will be the voice of Ramp's Customer Support, engaging customers via live calls, email, and chat, and you will diagnose issues across payments, cards, travel, and accounting integrations.

You will own escalations end-to-end, collaborating with risk, engineering, product, and partnerships to drive resolutions. This role emphasizes AI-enabled CX, process improvements, and clear, empathetic communication with

Qualifications

• Think beyond the ticket and prevent future issues.
• Active use of AI tools to drive real work outcomes.
• Move fast while maintaining accuracy and thoroughness.
• Explain complex payment and banking concepts in simple terms.
• Balance multiple priorities without dropping tasks.
• Write clearly and concisely for CFOs and non-technical audiences.
• Comfortable speaking on the phone with customers.
• Proven ability to exceed CSAT, QA, and speed metrics.

Responsibilities

• Be the voice of Ramp's Customer Support and engage with customers via calls, email, and chat.
• Diagnose across Ramp's broad product surface, understanding how components connect.
• Own escalations end-to-end; route across teams and ensure timely follow-up.
• Build and provide feedback on AI tools and hidden tooling to improve CX.
• Identify process gaps and autonomously implement fixes and SOP improvements.
• Communicate with precision and empathy about actions and timelines.

Skills

Systems thinker

AI tools experience

Speed & quality

Technical conversations (APIs, bank)

Prioritization

Clear writing

Phone skills

KPIs track record

Job description

Ramp is seeking a CX Associate to join our fast-growing fintech team in New York. You will be the voice of Ramp's Customer Support, engaging customers via live calls, email, and chat, and you will diagnose issues across payments, cards, travel, and accounting integrations.

You will own escalations end-to-end, collaborating with risk, engineering, product, and partnerships to drive resolutions. This role emphasizes AI-enabled CX, process improvements, and clear, empathetic communication with