Customer Experience Associate

About the role

Ramp is looking for a Customer Experience Associate who will be the voice of support for its finance‑focused customers. You will troubleshoot complex payment, card, and accounting integration issues and work closely with Engineering, Risk, Product and Partnerships to resolve them.

Key responsibilities

• Engage with customers via live calls, email and chat to diagnose issues across payments, cards, travel, and accounting integrations.
• Own escalations end‑to‑end, routing tickets to the right internal teams and following up until resolution.
• Build and improve AI‑powered research and automation tools, providing feedback and implementing enhancements.
• Identify process gaps, create or update SOPs and knowledge‑base articles, and implement automations to close them.

Required profile

• Systems thinker who looks beyond the immediate ticket to prevent recurring problems.
• Fast‑moving with a high bar for execution, balancing speed, accuracy and thoroughness.
• Excellent written and verbal communication, able to explain technical issues to financially sophisticated users.
• Proven track record of meeting CSAT, QA and speed‑of‑service metrics.

Required skills

• Experience with AI tools such as Claude, Notion AI and proprietary research platforms.
• Proficiency in using Zendesk, Slack and internal escalation workflows.
• Understanding of APIs, bank integrations and accounting software (e.g., NetSuite, QuickBooks).

What we offer

• Competitive salary $60,000‑$70,000 (NYC) with full benefits including medical, dental, vision, 401(k) match and generous PTO.
• Access to unlimited AI tools, proprietary platform Glass, and a culture that encourages building and ownership.
• Career growth opportunities across CX, product, engineering and other functions.
• Hybrid/onsite work environment with team events, off‑sites and in‑office perks.