Enterprise Premier Support Lead

RAMP; Denver (CO); On-site; USD 100,000 - 132,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Parental leave

Relocation assistance (to NYC or SF)

Job summary

Ramp is hiring an Associate Manager to lead Premier Support. You will coach a small team of senior specialists, own performance and quality, and collaborate with Account Managers to ensure exceptional support for strategic accounts.

This is a role focused on people leadership, process design, and building playbooks for scalable success. You’ll work with data, drive changes, and partner with Product/Engineering when issues require escalation.

Qualifications

• Minimum 2 years of people-management experience.
• Minimum 4 years in customer-facing support, technical account management, or customer success, including enterprise or complex B2B accounts.
• Demonstrated ability to manage performance honestly and effectively.
• Proven experience leading a team through significant change.
• Strong analytical instincts and data-driven decision making.
• Excellent written and verbal communication with executives and teams.
• Comfort leading in ambiguity and building processes while running them.
• Experience using AI tools to improve support workflows.
• Availability to flex outside standard hours including weekend on-call rotation.

Responsibilities

• Lead and develop a team of senior specialists.
• Own performance bar, recognize and grow your strongest people, address gaps early.
• Own team SLAs, triage by account risk, load balancing, and on-call rotation.
• Own escalations and drive resolution with stakeholders.
• Partner with Account Management on shared accounts and signals.
• Use data to identify trends, root causes, and drive improvements.
• Build durable playbooks, processes, and scalable capacity as the book grows.
• Adopt and champion AI-powered workflows within the team.
• Lead through changes in operating model and team structure.

Skills

People management

Customer success

Enterprise / B2B support

Data-driven decisions

Change management

Executive communication

Ambiguity tolerance

AI in operations

On-call availability

Tools

CRM systems

AI tools

ERP systems

Job description

Ramp is hiring an Associate Manager to lead Premier Support. You will coach a small team of senior specialists, own performance and quality, and collaborate with Account Managers to ensure exceptional support for strategic accounts.

This is a role focused on people leadership, process design, and building playbooks for scalable success. You’ll work with data, drive changes, and partner with Product/Engineering when issues require escalation.