Premier Support Lead for Enterprise Accounts (AI-Driven)

ramp; New York (FL); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Flexible PTO

Home-office equipment ordering

Health and wellness stipend

Budget for intra-office travel

Weekly coffee stipend

Job summary

Ramp is seeking an Associate Manager to lead Premier Support, guiding a small team of senior specialists and partnering with Account Managers to deliver exceptional, high-stakes support for enterprise accounts.

You will own people, performance, and the support experience, shaping the operating rhythm, and building playbooks to scale quality as Ramp grows. AI-enabled workflows and change management will be daily practices.

Qualifications

• Minimum 2 years of people-management experience with direct accountability for performance and development.
• Minimum 4 years in customer-facing support, technical account management, or customer success with enterprise/B2B experience.
• Proven ability to manage performance honestly and effectively with documented examples.
• Experience guiding teams through significant change (reorgs, new operating models, migrations).
• Strong analytical instincts; data-driven decisions and root-cause analysis.
• Excellent written and verbal communication; ability to interact with executives and on-call customers.
• Comfort operating in ambiguity and building processes while running them.
• Experience using AI tools to improve support or account workflows.

Responsibilities

• Lead and develop a team of senior specialists; conduct weekly 1:1s and create development plans.
• Own performance standards, address gaps, and have tough conversations when needed.
• Ensure quality and SLA delivery across accounts; manage triage, load balancing, coverage, and on-call rotation.
• Own escalations and drive resolutions with Product/Engineering when needed.
• Partner with Account Management to surface risks and align on account strategy.
• Use data to identify trends, root causes, and coaching opportunities.
• Create durable playbooks, documentation, and processes to scale quality.
• Leverage AI tools daily to enhance CX operations and guide tool evolution.
• Lead through change and help the team adapt to six-month evolutions.

Skills

People management

Customer-facing support

Change management

Data-driven decisions

AI tools proficiency

Team leadership

On-call readiness

Tools

NetSuite

Workday

Sage Intacct

Job description

Ramp is seeking an Associate Manager to lead Premier Support, guiding a small team of senior specialists and partnering with Account Managers to deliver exceptional, high-stakes support for enterprise accounts.

You will own people, performance, and the support experience, shaping the operating rhythm, and building playbooks to scale quality as Ramp grows. AI-enabled workflows and change management will be daily practices.