Premier Support Lead - Enterprise Accounts

Ramp; San Francisco (CA); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Flexible PTO

Health and wellness stipend

In-office perks: lunch, snacks, drinks

Job summary

Ramp is seeking an Associate Manager to lead Premier Support. You will coach a small team of senior specialists, own performance and escalation management, and partner with Account Management to ensure high-quality, data-driven support for enterprise accounts.

The role emphasizes leadership, building scalable processes, and leveraging AI to improve workflows. A strong track record in managing people and driving change is essential.

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.
• Proven ability to manage performance honestly and effectively with tangible examples.
• Experience leading a team through significant change (reorg, new operating model, tooling migration).
• Strong analytical instincts; data-driven decision making and root-cause analysis.
• Excellent written and verbal communication, able to engage executives and teams.
• Comfort operating in ambiguity and building processes while running them.
• Experience using AI tools to improve support or workflows.

Responsibilities

• Lead and develop a team of senior specialists; conduct weekly 1:1s and create development plans.
• Own performance and set a clear bar; address gaps promptly.
• Own team results: quality, responsiveness, and SLA delivery across accounts.
• Manage escalations; drive resolution and coordinate with Product/Engineering when needed.
• Partner with Account Management to surface risk and align on signals.
• Use data to identify trends and drive coaching or process changes.
• Build repeatable playbooks and documentation; manage capacity as the book grows.
• Work with AI tools daily to improve CX operations and train the team.

Skills

People management

Customer success

Data analysis

Executive communication

AI tools

Job description

Ramp is seeking an Associate Manager to lead Premier Support. You will coach a small team of senior specialists, own performance and escalation management, and partner with Account Management to ensure high-quality, data-driven support for enterprise accounts.

The role emphasizes leadership, building scalable processes, and leveraging AI to improve workflows. A strong track record in managing people and driving change is essential.