AI-Powered Customer Experience Associate

Ramp; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Ramp is seeking a CX Associate who will be the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat. You will diagnose across payments, cards, travel, and accounting integrations, and own escalations end-to-end with cross-team coordination.

You will use AI tools to research and solve issues, build automations, and improve CX processes while maintaining high standards for accuracy, speed, and empathy in every interaction.

Qualifications

• You think in terms of end-to-end ticket accountability and root-cause analysis.
• You actively use AI tools and internal tooling to drive real work outcomes.
• You can discuss system connections (APIs, bank integrations, accounting software) without writing code.
• You balance speed, accuracy, and thoroughness in every customer interaction.
• You are comfortable talking on the phone and explaining complex topics clearly.

Responsibilities

• Be the voice of Ramp's Customer Support. You'll engage with customers via live calls, email, and chat.
• Diagnose across Ramp's broad product surface: payments, cards, travel, accounting integrations, and more.
• Own escalations end-to-end: route cross-team issues, follow up, and ensure timely resolution.
• Build and shape AI-enabled CX tools and provide feedback on their evolution.
• Ship improvements by fixing processes, SOPs, or knowledge base gaps; apply AI to automate where possible.
• Communicate with precision and empathy, explaining what is happening and what to expect.

Skills

Systems thinking

AI tools user

Clear communication

APIs & integrations

Multitasking & prioritization

Tools

Zendesk

Slack

Job description

Ramp is seeking a CX Associate who will be the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat. You will diagnose across payments, cards, travel, and accounting integrations, and own escalations end-to-end with cross-team coordination.

You will use AI tools to research and solve issues, build automations, and improve CX processes while maintaining high standards for accuracy, speed, and empathy in every interaction.