Manager, Customer Experience

Ramp; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading company in the fintech sector is seeking a Customer Experience Manager to enhance their support operations. This role involves team management, collaboration with various departments, and a commitment to exceptional customer care. Ideal candidates will have a strong background in team leadership and a metrics-driven approach.

Benefits

100% medical, dental & vision insurance coverage

401k with employer match

Flexible PTO

Fertility HRA (up to $5,000 per year)

WFH stipend

Wellness stipend

Parental Leave

Relocation support to NYC or SF

Pet insurance

Qualifications

• Minimum 5 years managing and developing a team to hit key metrics.
• Strong metrics driven and product mindset.
• Desire for ownership and growth in role over time.

Responsibilities

• Supervise a team of agents, ensuring proficient handling of support tickets.
• Collaborate closely with cross-functional teams to advance operational scalability.
• Champion the end-to-end customer journey in support.

Skills

Communication

Team Management

Critical Thinking

Metrics Driven

Tools

Zendesk

Job description

About Ramp

Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 30,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $2B and 20M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $55 billion in purchases each year.

Ramp’s investors include Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.

Ramp has been named to Fast Company’s Most Innovative Companies list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies.

About the Role

Ramp is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. We seek an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within a fast-paced environment, and embodies an unwavering commitment to exceptional customer care.

As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You’ll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.

What You'll Do

• Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs

• Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product

• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises

• Manage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queries

• Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements

What You Need

• Minimum 5 years managing and developing a team to hit key metrics

• Excellent verbal and written communication skills

• Experience collaborating closely with teams outside of support to help scale

• Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements

• Strong investigative and critical thinking skills

• Desire for ownership and growth in role over time

• Ability to work evenings and weekends as needed

Nice-to-Haves

• Experience working with Zendesk tooling

• Experience working in FinTech

• Experience working with third parties and managing partnerships

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you

  • Partially covered for your dependents

  • One Medical annual membership

• 401k (including employer match on contributions made while employed by Ramp)

• Flexible PTO

• Fertility HRA (up to $5,000 per year)

• WFH stipend to support your home office needs

• Wellness stipend

• Parental Leave

• Relocation support to NYC or SF

• Pet insurance

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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