Customer Experience Architect: Payments & AI Support

Ramp; New York (NY); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) with match

Wellness stipend

Unlimited PTO

Parental leave

WFH stipend

Relocation to NYC

Job summary

Ramp is hiring for a CX Associate who will diagnose complex issues spanning payments, bank linking, and accounting integrations. You will triage across Zendesk and internal tooling, communicate clearly with customers, and own escalations end-to-end.

The role emphasizes AI-enhanced workflows and cross-functional collaboration with Engineering, Risk, Product, and Partnerships. You should be a systems thinker with a customer-obsessed mindset and a track record of meeting CSAT and speed targets.

Qualifications

• Experience in delivering high-quality customer support.
• Ability to triage, investigate, and make judgment calls.
• Strong written and verbal communication with customers and cross-functional teams.

Responsibilities

• Spot where customers get stuck and drive issues to resolution.
• Triage, investigate, and make high-signal decisions throughout the day.
• Be the voice of Ramp’s CX via calls, email, and chat.
• Diagnose across Ramp’s product surfaces and understand how components connect.
• Own escalations end-to-end and ensure timely customer updates.
• Collaborate with Risk, Eng, Product, and Partnerships to resolve problems.
• Build and shape AI-enabled CX tools and workflows.

Skills

Customer support

Problem solving

Cross-functional collaboration

AI tooling

Communication

Systems thinking

Education

Bachelor's degree (preferred)

Tools

Zendesk

Slack

Glass AI

Job description

Ramp is hiring for a CX Associate who will diagnose complex issues spanning payments, bank linking, and accounting integrations. You will triage across Zendesk and internal tooling, communicate clearly with customers, and own escalations end-to-end.

The role emphasizes AI-enhanced workflows and cross-functional collaboration with Engineering, Risk, Product, and Partnerships. You should be a systems thinker with a customer-obsessed mindset and a track record of meeting CSAT and speed targets.