CX Problem Solver & AI Tools Advocate

Embedded Shishya; United States; On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Office travel budget

Weekly coffee stipend

Medical, dental, and vision insurance

Relocation assistance to NYC/SF

Job summary

Ramp is building software that moves real money, from bill payments and corporate cards to reimbursements and accounting integrations. As a CX Associate, you’ll identify where customers get stuck and drive issues to clear resolution across payments, bank linking, accounting syncs, and card programs.

You’ll triage, investigate, and make high-signal judgments using Zendesk and AI-enabled tools, while partnering with Engineering, Risk, Product, and Partnerships to solve problems.

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.

Responsibilities

• 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.

Skills

Systems thinking

AI tools proficient

Execution speed

APIs & integrations

Priority management

Clear communication

Phone-support comfort

CSAT/QA performance

Job description

Ramp is building software that moves real money, from bill payments and corporate cards to reimbursements and accounting integrations. As a CX Associate, you’ll identify where customers get stuck and drive issues to clear resolution across payments, bank linking, accounting syncs, and card programs.

You’ll triage, investigate, and make high-signal judgments using Zendesk and AI-enabled tools, while partnering with Engineering, Risk, Product, and Partnerships to solve problems.