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Ramp is hiring an Associate Manager to lead its Premier Support team, a dedicated support organization for Ramp's largest and most complex enterprise customers. You will manage a team of six senior specialists (scaling meaningfully) who serve as the primary point of contact for strategic accounts running global, multi-entity finance operations on Ramp's platform.
You own both people and performance. This includes coaching specialists who operate with autonomy, maintaining high quality and responsiveness standards during critical situations, and serving as the escalation point when accounts face challenges. You'll partner daily with Account Managers who own account strategy, while you own the support experience that enables their success.
The Premier Support team is relatively new with an established but evolving playbook. You'll shape the operating rhythm, identify where the model breaks before it breaks, and maintain contingencies. You'll be trusted with significant autonomy early, supported by a manager experienced in building teams from scratch.
Key responsibilities include: leading and developing senior specialists through weekly 1:1s and targeted coaching; setting clear performance bars and addressing gaps directly; owning quality, responsiveness, and SLA delivery metrics; managing escalations for strategic accounts and driving them to resolution; partnering with Account Management on shared accounts; using data to identify trends and root causes; building durable playbooks and processes from recurring patterns; adopting and championing AI-powered workflows in customer experience operations; and leading the team through significant change.
You'll need minimum 2 years of direct people-management experience with accountability for performance, development, and difficult conversations. You should have at least 4 years in customer-facing support, technical account management, or customer success roles, with demonstrated experience managing enterprise or complex B2B accounts. You must show proven ability to manage performance honestly—turning around underperformers and making tough decisions when necessary. Experience leading teams through significant change (reorganizations, new operating models, tooling migrations) is essential. Strong analytical instincts, excellent written and verbal communication, comfort with ambiguity, and hands-on experience using AI tools to improve support workflows are required.
