Customer Experience Associate

Triwill Group; New York (NY); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Weekly coffee stipend

401(k) plan with employer match

Job summary

Ramp is hiring a CX Associate to move real money through payments, cards, and accounting integrations, with a focus on fast, accurate customer support. You will handle live calls, email, and chat, diagnose issues, and own escalations across teams.

The role emphasizes ownership and building AI-enabled CX tools to improve outcomes. You'll use Glass daily, contribute to tool evolution, and communicate clearly with customers and leaders alike.

Qualifications

• You are a systems thinker who asks why problems exist and how to prevent repeats.
• You actively use AI tools—Claude, Notion AI, and research/workflow tools.
• You move fast while maintaining a high bar for execution.
• You can discuss how systems connect (APIs, bank integrations, accounting software).
• You manage competing priorities without dropping items.
• You write clearly and concisely to explain issues to a CFO or leader.
• You’re comfortable on the phone and with customer calls.
• You have a track record of exceeding CSAT, QA, and speed metrics.

Responsibilities

• Be the voice of Ramp's Customer Support across calls, email, and chat.
• Diagnose across a broad product surface and understand connections and breaks.
• Own escalations end-to-end and route cross-team issues appropriately.
• Build and shape AI tools, providing feedback and evolving capabilities.
• Ship improvements, fixing process gaps and creating SOPs when needed.
• Communicate with precision and empathy about what is happening and next steps.

Skills

Systems thinking

AI tools usage

APIs knowledge

Communication skills

Prioritization

Tools

Zendesk

Glass daily

Slack

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 $200B in annualized spend flows in and out of 70,000+ 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 builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Our customers rely on us to keep their operations running: invoices get paid, books get closed, and finance leaders can trust the data behind every decision.

WHAT YOU’LL DO

• 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. You'll work across Zendesk, internal tooling, and Slack-based escalation workflows.
• 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. You're not just a user — you're a builder. We are all builders at Ramp.
• 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 roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better.
• 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.

WHAT YOU NEED

• 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.

NICE TO HAVES

• Experience building workflows or automations using AI tools, not just prompting
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage)
• Background in payments infrastructure (ACH, wire transfers, card networks)
• Track record of working somewhere that shipped product fast and expected CX to keep up

WHY BE A CX ASSOCIATE AT RAMP

• Cross-functional exposure from day one. You work directly with Product, Engineering, and GTM teams — not siloed into a support queue.
• AI tools and unlimited access. Unlimited tokens, proprietary AI tools like Glass, and a culture that expects you to use them to move faster and build smarter.
• Career growth that you own. Grow within CX, explore other functions internally, or carve out a path that doesn't exist yet. If you're invested, we're invested.
• Culture that’s different from a call center. Team events, in-person offsites, and a genuine commitment to building a team people want to be part of.

READ MORE ABOUT HOW RAMP THINKS ABOUT AI AND CX

• How Ramp Became an AI-First Company — Geoff Charles, CPO https://x.com/geoffintech/status/2042002590758572377?s=20
• Inside Glass: How Ramp Built a Proprietary AI Platform for CX — Seb Goddijn, AI Product Manager https://x.com/sebgoddijn/status/2042285915435937816?s=20
• AI-Powered Customer Experience at Ramp — Ben Levick, Head of CX / Ramp AI https://ramp.com/leading-indicators/how-to-build-your-team-to-capitalize-on-ai

WHAT TO KNOW BEFORE YOU APPLY

• Schedule & Shift Bidding - Please Read Carefully: CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM local time (EST/ CST/ PST), and your shift will likely include a weekend day (either Sun–Thu or Tue–Sat). Associates also cover 2–3 company holidays per year on a rotating basis. Ramp's customers operate on financial deadlines that don't pause.
• The product changes frequently. If you need a stable, predictable environment, this isn't it. If you like learning new things every week, it is.
• This role is a launchpad for your career at one of the fastest-growing companies in fintech.

For candidates located in NYC or SF, the pay range for this role is $60,000-$70,000. For candidates located in all other locations, the pay range for this role is $60,000-$65,000.

BENEFITS AVAILABLE TO ALL FULL-TIME RAMP EMPLOYEES (GLOBAL)

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend

UNITED STATES

• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• 401(k), including employer match on contributions made while employed by Ramp
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation expense coverage to NYC or SF (if needed)

CANADA

• Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
• Employee Assistance Program and virtual care through Lumino Health

UNITED KINGDOM

• Private medical insurance through Freedom Elite
• Virtual GP and at-home care via eMed x Livi
• Workplace pension through Penfold, with salary sacrifice option
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

OTHER NOTICES

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice