[Hiring] Customer Experience Associate @Ramp

Role Description

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.

In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day.

You will thrive in this role if you are a systems thinker and deeply customer obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart.

What You’ll Do

• Be the voice of Ramp's Customer Support.
• Engage with customers, primarily via live calls, email, and chat.
• Diagnose across a broad product surface.
• Operate with an ownership mindset, managing escalations end-to-end.
• Build and shape AI tools, not just use them.
• Ship improvements, not just flag them.
• Communicate with precision and empathy.

Qualifications

• 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.
• You write clearly and concisely.
• You're comfortable on the phone.
• 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.

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (U.S.)
• One Medical annual membership (U.S.)
• 401(k), including employer match on contributions made while employed by Ramp (U.S.)
• Fertility HRA (up to $10,000 per year) (U.S.)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (U.S.)
• Pet insurance (U.S.)
• In-office perks: lunch, snacks, drinks, and more (U.S.)
• Relocation expense coverage to NYC or SF (if needed) (U.S.)
• Group medical, dental, and vision coverage through Sun Life (Canada)
• Life, AD&D, and disability coverage (Canada)
• Fertility drug coverage (up to $4,000 lifetime) (Canada)
• Group Retirement Plan with employer match (RRSP + DPSP) (Canada)
• Private medical insurance through Freedom Elite (UK)
• Virtual GP and at-home care via eMed x Livi (UK)
• Workplace pension through Penfold, with salary sacrifice option (UK)