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Salary: USD 108,000 - 132,000 / annual
Ramp is hiring an Associate Manager to lead the customer experience team's frontline operations, with primary responsibility for live phone support and oversight of chat and email channels. This is a people-management role focused on developing agents, reinforcing performance standards, and maintaining high bars for speed, accuracy, and empathy across all customer interactions.
You will develop and coach your team through 1:1s, deliver actionable feedback, and hold agents accountable while supporting their growth. You'll drive performance on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks and addressing gaps quickly. Quality assurance is a core responsibility—you'll grade cases, run QA sessions, and identify knowledge or behavior gaps that impact performance.
A significant part of this role involves working with AI tools daily. Ramp is actively embedding AI into CX operations, and you'll adopt and champion new AI-powered workflows, provide feedback on effectiveness, help your team adopt new tools, and shape how these tools evolve. You'll use data to translate performance trends and customer feedback into coaching actions and process improvements.
You'll lead your team through constant change, ensuring adoption of new tools and workflows with clarity and steady leadership. Cross-functional collaboration is essential—you'll partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both agent and customer experience. You'll also stay connected to frontline work by handling escalations and occasionally taking calls and tickets.
The role requires a minimum of 2 years in a leadership position and 3 years in a customer-facing technical support role. You must be comfortable working evenings, weekends, and some holidays. Strong written and verbal communication is essential, as is the ability to lead teams through fast-paced change and adopt new tools including AI. Experience using AI tools to improve support workflows (research, drafting, process automation) is required.
Candidates who stand out have built something tangible—an AI-powered workflow, custom tool, or automation that their team actually uses. Experience partnering with product or engineering teams to bring CX tools to life is a plus. A background in fintech or financial services, experience in high-growth or startup environments, and the ability to hold technical conversations about system integrations (APIs, bank integrations, accounting software) are all valued.
