Customer Experience Associate (Evening Shift)

Inested; New York (NY); Sur place; USD 60 000 - 65 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Systems thinking

AI tools usage

Customer support

Technical conversations

Outils

Zendesk

Glass

Slack

Claude

Notion AI

Description du poste

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About the role

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 $275B in annualized spend flows in and out of 85,000+ 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 7.5% 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.

In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day.

You will thrive in this role if you are a systems thinker and deeply customer obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart.

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.

Schedule & Shift Bidding - Please Read Carefully:

Schedule & Shift Bidding - Please Read Carefully: CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Evening working hours span 6:00 PM-2:30 AM EST, 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 $65,000-$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
• 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
• 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.