Customer Experience Associate

Be the voice of Ramp's Customer Support. You'll spend your day engaging with customers, primarily via live calls, email, and chat.

Diagnose across a broad product surface. Ramp isn't one product — it's payments, cards, travel, accounting integrations, and more. You'll need to understand how they connect and where they break.

Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries — risk, engineering, product, partnerships — you route it correctly, follow up, and make sure the customer isn't left waiting. You'll work across Zendesk, internal tooling, and Slack-based escalation workflows.

Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve. You're not just a user — you're a builder. We are all builders at Ramp.

Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better.

Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.

You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.

You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done. This is a hard requirement.

You're fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.

You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.

You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.

You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.

You're comfortable on the phone. Many interactions start there.

You have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

Experience building workflows or automations using AI tools, not just prompting

Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage)

Background in payments infrastructure (ACH, wire transfers, card networks)

Track record of working somewhere that shipped product fast and expected CX to keep up

Cross-functional exposure from day one. You work directly with Product, Engineering, and GTM teams — not siloed into a support queue.

AI tools and unlimited access. Unlimited tokens, proprietary AI tools like Glass, and a culture that expects you to use them to move faster and build smarter.

Career growth that you own. Grow within CX, explore other functions internally, or carve out a path that doesn't exist yet. If you're invested, we're invested.

Culture that's different from a call center. Team events, in-person offsites, and a genuine commitment to building a team people want to be part of.

How Ramp Became an AI-First Company — Geoff Charles, CPO

Inside Glass: How Ramp Built a Proprietary AI Platform for CX — Seb Goddijn, AI Product Manager

AI-Powered Customer Experience at Ramp — Ben Levick, Head of CX / Ramp AI

Schedule & Shift Bidding - Please Read Carefully: CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM local time (EST/ CST/ PST) , and your shift will likely include a weekend day (either Sun–Thu or Tue–Sat ). Associates also cover 2–3 company holidays per year on a rotating basis. Ramp's customers operate on financial deadlines that don't pause.

The product changes frequently. If you need a stable, predictable environment, this isn't it. If you like learning new things every week, it is.

This role is a launchpad for your career at one of the fastest-growing companies in fintech.

For candidates located in NYC or SF, the pay range for this role is $60,000-$70,000. For candidates located in all other locations, the pay range for this role is $60,000-$65,000.

100% medical, dental & vision insurance coverage for you, with partial coverage for dependents

One Medical annual membership

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

Fertility HRA (up to $10,000 per year)

Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay

Pet insurance

In-office perks: lunch, snacks, drinks, and more

Relocation expense coverage to NYC or SF (if needed)

Group medical, dental, and vision coverage through Sun Life

Life, AD&D, and disability coverage

Fertility drug coverage (up to $4,000 lifetime)

Group Retirement Plan with employer match (RRSP + DPSP)

Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay

Employee Assistance Program and virtual care through Lumino Health

Private medical insurance through Freedom Elite

Virtual GP and at-home care via eMed x Livi

Workplace pension through Penfold, with salary sacrifice option

Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay

If you are being referred for the role, please contact that person to apply on your behalf.

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

Beware of recruiting scams: Ramp will only contact you through official @ Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.

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