Lead, Customer Experience

About Ramp

Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 25,000 businesses on Ramp to save an average 5% and close their books 8x faster. 

Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year. 

Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company.

About the Role

Ramp is seeking a dedicated Customer Experience Lead to support our customers and team as we scale. This role is perfect for someone with a strong customer focus, a passion for helping people, and a drive to learn and improve our product. You will play a crucial role in developing your team to perform at their best.

In this role, you will manage a team of agents, enhancing their performance through regular coaching, and feedback while building a positive team culture. You will contribute to workforce management processes to ensure optimal coverage and meet SLA targets. Leveraging data and tools, you will provide valuable insights to our product teams, helping to refine processes and improve the customer experience. Your efforts will ensure that customer feedback and needs are integral to our ongoing operations and product development.

What You’ll Do

• Foster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activities

• Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness

• Manage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goals

• Identify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations as Ramp grows

• Manage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation to bridge knowledge gaps

• Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency

What You Need

• Minimum 3 years of experience in a technical support role

• Minimum 2 year of experience in a leadership role

• Desire for ownership and growth in role over time

• Excellent verbal and written communication skills

• Ability to juggle multiple tasks through effective time management and prioritization 

• Ability to fearlessly navigate giving and receiving feedback to managers and peers

Nice-to-Haves

• Experience in a FinTech startup environment

Compensation

• The annual salary/OTE range for the target level for this role is $89,250-$105,000 + target equity + benefits (including medical, dental, vision, and 401(k))

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you

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

• Flexible PTO

• Fertility HRA (up to $5,000 per year)

• WFH stipend to support your home office needs

• Wellness stipend

• Parental Leave

• Relocation support for NY

• Pet insurance

Other notices

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