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Ramp is building intelligent infrastructure for finance teams, automating how over $200B in annualized spend flows through 70,000+ companies. The company handles payments, corporate cards, reimbursements, accounting integrations, and travel—moving real money that customers depend on daily.
As a Customer Experience Associate, you'll be the primary point of contact for customers facing complex, high-stakes issues. This is not script-based support. You'll diagnose problems across Ramp's broad product surface (payments, cards, travel, accounting syncs, bank linking), triage issues, and drive them to resolution by partnering with Engineering, Risk, Product, and Partnerships teams.
Your day involves live calls, email, and chat with financially sophisticated customers. You'll manage escalations end-to-end using Zendesk, internal tooling, and Slack workflows, taking full accountability for every ticket. You'll work with AI-powered research tools and proprietary platforms like Glass, providing feedback on their effectiveness and actively shaping how CX tools evolve—you're a builder, not just a user.
Beyond support, you'll identify process gaps, missing SOPs, and knowledge base issues, then fix them yourself rather than just flagging them. You'll leverage AI to build automations and improve systems across the team. You need to communicate with precision and empathy, explaining payment reconciliation issues to CFOs without jargon.
Key requirements: systems thinking (understanding why problems exist, not just solving the ticket); active, demonstrated use of AI tools (Claude, Notion AI, research tools); speed balanced with high execution standards; ability to hold technical conversations about APIs, bank integrations, and accounting software without writing code; strong writing and phone communication skills; and a track record of exceeding CSAT, QA, and speed-of-service metrics.
Nice-to-haves include experience building workflows or automations with AI, familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage), background in payments infrastructure (ACH, wire transfers, card networks), or prior experience at fast-shipping product companies where CX kept pace.
