Premier Support Lead for Enterprise Accounts

Ramp; New York (NY); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Flexible PTO

Centralized home-office equipment

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp is seeking an Associate Manager to lead Premier Support, a small team of senior specialists who are the daily contact for the most strategic accounts. You will coach performance, own escalations, and partner with Account Management to protect relationships while driving high-quality support.

You will leverage data to drive improvements, build scalable playbooks, and champion AI-powered workflows within the CX organization.

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 - you work from data and defend decisions
• Excellent written and verbal communication
• Comfort leading in ambiguity
• Experience using AI tools to improve support or account workflows
• Availability to flex outside standard hours when accounts require it, including weekend on-call rotation and occasional holidays

Responsibilities

• Lead and develop a team of senior specialists. Run weekly 1:1s and build development plans.
• Own performance bar, recognize and grow top performers, address gaps early.
• Own your team's results: quality, responsiveness, SLA delivery, coverage, and on-call rotation.
• Own escalations and drive resolution, escalate to Product/Engineering when needed.
• Partner with Account Management to surface risk and feedback product/account signals.
• Use data to decide, identify root causes, and drive process changes.
• Build durable playbooks, documentation, and processes; manage capacity as the book grows.
• Work with AI tools daily to improve CX workflows and mentor the team.
• Lead through change as Premier evolves over time.

Skills

People management

Customer-facing

Enterprise accounts

Analytical thinking

Executive communication

Ambiguity tolerance

AI in CX

On-call availability

Job description

Ramp is seeking an Associate Manager to lead Premier Support, a small team of senior specialists who are the daily contact for the most strategic accounts. You will coach performance, own escalations, and partner with Account Management to protect relationships while driving high-quality support.

You will leverage data to drive improvements, build scalable playbooks, and champion AI-powered workflows within the CX organization.