Evening Shift: AI-Powered CX Associate (Remote)

Bazeta; United States; Remote; USD 40,000 - 47,000; Full time

Benefits offered by this job

Equity

Job summary

Ramp is seeking a Customer Experience Associate for the Evening Shift in the United States. You will be the voice of CX across calls, email, and chat, diagnosing issues across payments, bank linking, and accounting integrations.

You’ll own escalations end-to-end and collaborate with Engineering, Risk, Product, and Partnerships to resolve problems. You’ll build and shape AI-powered tools, applying them to improve processes, SOPs, and knowledge bases.

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.
• 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.
• 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 roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you.
• 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

AI tools use

System thinking

Fast-paced

Clear communication

Technical discussions

Tools

Claude

Notion AI

Glass

Job description

Ramp is seeking a Customer Experience Associate for the Evening Shift in the United States. You will be the voice of CX across calls, email, and chat, diagnosing issues across payments, bank linking, and accounting integrations.

You’ll own escalations end-to-end and collaborate with Engineering, Risk, Product, and Partnerships to resolve problems. You’ll build and shape AI-powered tools, applying them to improve processes, SOPs, and knowledge bases.