Associate Manager | Customer Experience

Associate Manager, CX Team

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

• Develop and coach your team. Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow. Know your people well enough to make coaching specific and actionable.

• Drive performance and consistency. Keep the team focused on the metrics that matter CSAT, QA, SLA, productivity by reinforcing playbooks and addressing gaps quickly before they compound.

• Own quality assurance. Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance.

• Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve. Comfort with new technology isn't optional we are all builders at Ramp.

• Use data to drive decisions. Review performance trends and customer feedback to translate insights into coaching actions and process changes not just reports.

• Lead your team through change. Ensure adoption of new tools, workflows, and processes with clarity and steady leadership. Your team looks to you to make change feel manageable.

• Collaborate cross-functionally. Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience.

Stay connected to the work. Handle escalations and occasionally take calls and tickets to stay close to frontline realities.

What You Need

• Minimum 2 years of experience in a leadership role

• Minimum 3 years of experience in a customer-facing technical support role

• Ability to work evenings, weekends, and some holidays

• Proven ability to deliver coaching that drives individual and team growth

• Strong written and verbal communication you can explain a complex issue clearly at any level

• Comfort leading teams through fast-paced change and adopting new tools, including AI

• Experience using AI tools to improve support workflows research, drafting, process automation

• Ability to juggle competing priorities without dropping things

What Would Make You Stand Out

• You've built something an AI-powered workflow, a custom tool, an automation that your team actually uses. Not "I used AI to analyze data" but "I identified a gap, figured out how to close it, and shipped it."

• You've partnered with a product or engineering team to bring a CX tool to life, and you can speak to the tradeoffs you made along the way

• Background in FinTech or financial services

• Experience in a high-growth or startup environment where the product changed faster than the playbook

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

For candidates located in NYC or SF, the pay range for this role is $108,000 - $132,000. For candidates located in all other locations, the pay range for this role is $100,000 - $125,000.

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, with additional time available at reduced pay

• Employee Assistance Program and virtual care through Lumino Health

United Kingdom

• 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 (80 days) at 100% pay, with additional time available at reduced pay

Referral Instructions

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

Other Notices

• 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.

• Ramp Applicant Privacy Notice