Customer Service Manager

RampRight; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Unlimited PTO policy

Remote-first work environment

Home office stipend

Regular team offsites and events

Job summary

RampRight is seeking a Customer Service Manager to lead and scale our support operations. You will be the voice of our customers internally, building processes from the ground up and partnering with product and engineering to advocate for customer needs.

You will own end-to-end support across channels, develop a knowledge base, and train teams to deliver a world-class customer experience as RampRight grows. This role offers significant autonomy and impact.

Qualifications

• 3+ years of customer service or customer success experience in B2B SaaS.
• Proven track record of delivering exceptional customer experiences.
• Strong written and verbal communication skills.
• Experience with support tools such as Zendesk, Intercom, or Freshdesk.
• Ability to explain technical concepts to non-technical users.
• Problem-solving mindset with attention to detail.
• Self-motivated and comfortable working remotely.
• Passion for helping customers succeed and building relationships.

Responsibilities

• Own the end-to-end customer support experience across all channels (email, chat, phone).
• Build and maintain knowledge base, FAQs, and self-service resources.
• Develop scalable support processes, playbooks, and best practices.
• Track and analyze support metrics to identify trends and improvements.
• Collaborate with product and engineering to elevate bugs and advocate for customer needs.
• Onboard and train new customers to ensure successful product adoption.
• Create customer feedback loops to inform the product roadmap.

Skills

Customer service experience

B2B SaaS

Remote work

Tools

Zendesk

Intercom

Freshdesk

Job description

We're looking for a Customer Service Manager to lead and scale our customer support operations. You'll be the voice of our customers internally and ensure every interaction with RampRight exceeds expectations.

As our first dedicated customer service hire, you'll build our support processes from the ground up, develop our knowledge base, and create a world-class customer experience. You'll work closely with our product and engineering teams to advocate for customer needs and drive continuous improvement.

This is an opportunity to shape how we support and delight our customers at a critical stage of growth. You'll have significant autonomy to build systems and processes that scale.

What You'll Do

• Own the end-to-end customer support experience across all channels (email, chat, phone)
• Build and maintain our knowledge base, FAQs, and self-service resources
• Develop support processes, playbooks, and best practices that scale
• Track and analyze support metrics to identify trends and improvement opportunities
• Collaborate with product and engineering to elevate bugs and advocate for customer needs
• Onboard and train new customers to ensure successful product adoption
• Create customer feedback loops to inform product roadmap decisions
• Handle escalations and complex customer issues with empathy and urgency
• Build relationships with key accounts and serve as their trusted advisor

What We're Looking For

• 3+ years of customer service or customer success experience in B2B SaaS
• Proven track record of delivering exceptional customer experiences
• Strong written and verbal communication skills
• Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)
• Ability to explain technical concepts to non-technical users
• Problem-solving mindset with attention to detail
• Self-motivated and comfortable working independently in a remote environment
• Passion for helping customers succeed and building lasting relationships

Nice to Have

• Experience at an early-stage startup building support from scratch
• Background in HR tech or employee experience platforms
• Experience managing or mentoring support team members
• Familiarity with CRM tools and customer health scoring
• Competitive base salary based on experience
• Meaningful equity package (stock options)
• Health, dental, and vision insurance
• Unlimited PTO policy
• Remote-first work environment
• Home office stipendRegular team offsites and events

About RampRight

RampRight is transforming how companies onboard and continuously ramp their employees. We go beyond traditional onboarding—our platform helps organizations create structured, engaging experiences that not only get new hires productive faster, but keep them growing, aligned, and performing at their best long after day one.

We believe that onboarding is just the beginning. True employee success comes from continuous ramping—ongoing development, regular check-ins, and adaptive learning paths that evolve with each person's role. When companies invest in their people beyond the first 90 days, they see higher engagement, better retention, and stronger performance across the board.

We're a small, fast-moving team backed by top investors. We value ownership, transparency, and continuous improvement. If you're excited about building something meaningful and want to have a real impact on how millions of people grow in their careers, we'd love to talk.

Interview Process

1

Application Review

We review your resume and cover letter

2

30-minute call with our hiring team

3

Customer Service Deep Dive

60-minute conversation about your experience and approach

4

Walk through how you'd handle sample customer situations

5

Founder Chat

Meet with our founders to discuss vision and culture fit

6

Offer

Reference checks and offer letter