Customer Experience Associate

About the role

Ramp is looking for a Customer Experience Associate who will be the voice of its support team, helping finance‑focused customers navigate a complex suite of payments, cards, travel, and accounting integrations. You will diagnose issues, own escalations, and collaborate with engineering, risk, product, and partnership teams to deliver clear resolutions.

Key responsibilities

• Engage with customers via live calls, email, and chat to resolve issues.
• Diagnose problems across payments, bank linking, accounting syncs, and card programs.
• Manage escalations end‑to‑end, routing tickets to the appropriate internal teams and following up until resolution.
• Use Zendesk, internal tooling, and Slack‑based workflows to track and communicate progress.
• Build and refine AI‑powered research tools, providing feedback to improve the platform.
• Identify process gaps, propose improvements, and ship enhancements.

Required profile

• Systems thinker with a strong customer‑obsession mindset.
• Ownership mentality, comfortable making high‑signal judgment calls.
• Ability to work across multiple product areas without relying on scripted responses.

Required skills

• Zendesk
• Slack
• AI‑powered research tools (e.g., proprietary Glass platform)