Customer Experience Associate

CX Agent at Ramp Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $100B in annualized spend flows in and out of 50,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you've built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. What You'll Do 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 agents 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. What You Need 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. Nice to Haves 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 Agent 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. 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. What to know before you apply Schedule & Shift Bidding - Please Read Carefully: CX Phone Agents work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM11:00 PM ET , and your shift will likely include a weekend day (either SunThu or TueSat ). Agents also cover 23 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. Benefits available to all full-time Ramp employees (Global) Flexible PTO Unlimited AI token usage Centralized home-office equipment ordering Health and wellness stipend Budget for intra-office travel Weekly coffee stipend United States 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 (80 days) at 100% pay Pet insurance In-office perks: lunch, snacks, drinks, and more Relocation support to NYC or SF (as needed) Canada 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 (80 days) at 100% pay