Associate Manager | Customer Experience

Rozgoo; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Ramp is hiring an Associate Manager to lead the frontline of our CX team—the agents who serve as the voice of Ramp for thousands of customers daily. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email.

As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is

Qualifications

• Minimum 2 years of experience in a leadership role.
• Minimum 3 years of experience in a customer-facing technical support role.
• Ability to work evenings, weekends, and some holidays.
• Proven ability to deliver coaching that drives individual and team growth.
• Strong written and verbal communication — you can explain a complex issue clearly at any level.
• Comfort leading teams through fast-paced change and adopting new tools, including AI.
• Experience using AI tools to improve support workflows — research, drafting, process automation.
• Ability to juggle competing priorities without dropping things.

Responsibilities

• Develop and coach your team.
• Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow.
• Know your people well enough to make coaching specific and actionable.
• Drive performance and consistency.
• Keep the team focused on the metrics that matter — CSAT, QA, SLA, productivity — by reinforcing playbooks and addressing gaps quickly before they compound.
• Own quality assurance.
• Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance.
• Work with AI tools daily.
• Ramp is actively building AI into CX operations.
• You’ll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve.
• Comfort with new technology isn't optional — we are all builders at Ramp.
• Use data to drive decisions.
• Review performance trends and customer feedback to translate insights into coaching actions and process changes — not just reports.
• Lead your team through change.
• Ensure adoption of new tools, workflows, and processes with clarity and steady leadership.
• Your team looks to you to make change feel manageable.
• Collaborate cross-functionally.
• Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience.
• Stay connected to the work.
• Handle escalations and occasionally take calls and tickets to stay close to frontline realities.

Skills

Leadership

Coaching

Data analysis

Cross-functional collaboration

AI-driven workflows

Communication

Tools

AI tools

Job description

About Ramp

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $100B in annualized spend flows in and out of 50,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

About the Role

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met. We’re a fast-moving, high-growth team where change is constant. Associate Managers at Ramp thrive in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. We function in a highly collaborative environment: leaders and agents alike share ideas, iterate quickly, and give and receive feedback across levels and teams. Success in this role requires intentional execution and adaptability to thrive in a culture where the best idea wins, where projects are built together, and where iteration is expected as part of the process. This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement. Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives. If you love developing people, driving accountability, and bringing clarity and focus to dynamic environments, this role is for you.

What You’ll Do

• Develop and coach your team.
• Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow.
• Know your people well enough to make coaching specific and actionable.
• Drive performance and consistency.
• Keep the team focused on the metrics that matter — CSAT, QA, SLA, productivity — by reinforcing playbooks and addressing gaps quickly before they compound.
• Own quality assurance.
• Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance.
• Work with AI tools daily.
• Ramp is actively building AI into CX operations.
• You’ll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve.
• Comfort with new technology isn't optional — we are all builders at Ramp.
• Use data to drive decisions.
• Review performance trends and customer feedback to translate insights into coaching actions and process changes — not just reports.
• Lead your team through change.
• Ensure adoption of new tools, workflows, and processes with clarity and steady leadership.
• Your team looks to you to make change feel manageable.
• Collaborate cross-functionally.
• Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience.
• Stay connected to the work.
• Handle escalations and occasionally take calls and tickets to stay close to frontline realities.

What You Need

• Minimum 2 years of experience in a leadership role.
• Minimum 3 years of experience in a customer-facing technical support role.
• Ability to work evenings, weekends, and some holidays.
• Proven ability to deliver coaching that drives individual and team growth.
• Strong written and verbal communication — you can explain a complex issue clearly at any level.
• Comfort leading teams through fast-paced change and adopting new tools, including AI.
• Experience using AI tools to improve support workflows — research, drafting, process automation.
• Ability to juggle competing priorities without dropping things.

What would make you stand out

You've built something — an AI-powered workflow, a custom tool, an automation that your team actually uses. Not "I used AI to analyze data" but "I identified a gap, figured out how to close it, and shipped it." You'