Lead, Premier Support for Enterprise Accounts

Apply; New York (NY); On-site; USD 100,000 - 132,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Relocation assistance to NYC or SF

Job summary

Ramp is seeking an Associate Manager to lead Premier Support. This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong.

You’ll own the people and the performance. That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges.

Qualifications

• Minimum 2 years of people-management experience - direct accountability for others’ performance, development, and difficult conversations
• Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts
• Demonstrated ability to manage performance honestly and effectively - you can point to a time you turned someone around, and a time you concluded you couldn't
• Proven experience leading a team through significant change - a reorg, a new operating model, a tooling migration and evidence of how you kept the team steady
• Strong analytical instincts - you work from data, find root causes, and can defend a decision with evidence
• Excellent written and verbal communication - you can be crisp with executives, clear with your team, and calm with an escalating customer
• Comfort leading in ambiguity, where you’re building the process while running it
• Experience using AI tools to improve support or account workflows - research, drafting, process automation
• Availability to flex outside standard hours when accounts require it, including a weekend on-call rotation and occasional holiday coverage

Responsibilities

• Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment.
• Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You’ll have the hard conversations yourself, with a plan and a follow-through.
• Own your team's results. Quality, responsiveness, and SLA delivery across the accounts your team supports - plus the day‑to‑day mechanics that get you there: triage by account risk, load balancing, coverage, and on‑call rotation.
• Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to.
• Partner with Account Management. Work shoulder‑to‑shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on.
• Use data to decide. Read the quality, SLA, escalation, and volume trends; find the root cause; turn it into coaching or a process change.
• Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount.
• Work with AI tools daily. Ramp is actively building AI into CX operations. You’ll adopt and champion AI‑powered workflows, help your team get fluent, and shape how these tools evolve.
• Lead through change. Premier will look different in six months. You’ll make that feel manageable for your team, and you’ll anticipate the next change before it arrives.

Skills

People management

Customer facing

Change management

Analytical

Communication

Ambiguity tolerance

On-call readiness

AI tooling

Tools

AI tools

Job description

Ramp is seeking an Associate Manager to lead Premier Support. This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong.

You’ll own the people and the performance. That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges.