Ramp Customer Experience Associate at Ramp responsible for troubleshooting and resolving customer issues across Ramp’s product suite. Engage with customers via calls, email, and chat with ownership mindset.
Responsibilities
Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Our customers rely on us to keep their operations running: invoices get paid, books get closed, and finance leaders can trust the data behind every decision.
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.
Qualification
You're a systems thinkerYou actively use AI tools — ClaudeYou write clearly and conciselyYou're comfortable on the phoneWhy be a CX Associate at RampCross-functional exposure from day oneAI tools and unlimited accessCareer growth that you own
Required
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.
Preferred
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
Why be a CX Associate at Ramp
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.
