AI-Powered CX Associate

Inested; New York (NY); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

US medical, dental & vision insurance

One Medical membership

401(k) with employer match

Parental leave

Relocation assistance to NYC or SF

Job summary

Ramp is hiring a CX Associate in the United States to engage with customers through live calls, email, and chat, owning issues end-to-end and ensuring quick, accurate resolutions.

You’ll diagnose across payments, bank linking, and accounting integrations, collaborating with Engineering, Risk, Product, and Partnerships to solve problems and improve customer outcomes. You’ll apply AI tools to build smarter processes and scale CX across the org.

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. This is a hard requirement.
• 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. You'll need to understand how they connect and where they break.
• Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries - risk, engineering, product, partnerships - you route it correctly, follow up, and make sure the customer isn't left waiting.
• Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve.
• Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to fix it.
• Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.

Skills

Systems thinking

AI tools usage

Customer support

Technical conversations

Tools

Zendesk

Glass

Slack

Claude

Notion AI

Job description

Ramp is hiring a CX Associate in the United States to engage with customers through live calls, email, and chat, owning issues end-to-end and ensuring quick, accurate resolutions.

You’ll diagnose across payments, bank linking, and accounting integrations, collaborating with Engineering, Risk, Product, and Partnerships to solve problems and improve customer outcomes. You’ll apply AI tools to build smarter processes and scale CX across the org.