AI-Driven CX Specialist

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

Benefits offered by this job

Flexible PTO

Health and wellness stipend

Centralized home-office equipment

Relocation assistance to major US hubs

401(k) with employer match

Job summary

Ramp builds software that moves real money, from bill payments to reimbursements and accounting integrations. You will be the voice of Ramp's Customer Support, diagnosing across a broad product surface and owning escalations end-to-end.

You’ll work with Engineering, Risk, Product, and Partnerships to resolve issues, build AI-assisted tools, and improve CX. You thrive as a systems thinker who obsesses over customers, balancing speed and accuracy while communicating clearly.

Qualifications

• You think in systems and seek root causes.
• You actively use AI tools (Claude, Notion AI) and can apply them to real work.
• You move fast but with high accuracy and thoroughness.
• You can discuss system connections (APIs, bank integrations, accounting software) even if you don't code.
• You manage competing priorities without dropping items.
• You write clearly and can explain complex issues to non-technical stakeholders.
• You are comfortable on the phone with customers.
• You have a track record of meeting or exceeding CSAT, QA, and speed metrics.

Responsibilities

• Be the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat.
• Diagnose across a broad product surface spanning payments, cards, travel, and accounting integrations.
• Own escalations end-to-end, routing between teams and ensuring timely resolution.
• Build and provide feedback on AI tools and workflows used in CX.
• Identify process gaps, draft SOPs, and implement improvements with autonomy.
• Communicate happenings, actions, and expected outcomes clearly and concisely to customers.

Skills

Systems thinking

AI tools usage

Communication

Prioritization

Technical conversation

Phone etiquette

CSAT/QA/speed metrics

Tools

Zendesk

Glass

Slack

Notion AI

Internal tooling

Job description

Ramp builds software that moves real money, from bill payments to reimbursements and accounting integrations. You will be the voice of Ramp's Customer Support, diagnosing across a broad product surface and owning escalations end-to-end.

You’ll work with Engineering, Risk, Product, and Partnerships to resolve issues, build AI-assisted tools, and improve CX. You thrive as a systems thinker who obsesses over customers, balancing speed and accuracy while communicating clearly.