Customer Experience Associate – Evening Shift

About the role

Ramp is looking for a Customer Experience Associate to work the evening shift, supporting customers across payments, cards, travel, and accounting integrations. You will troubleshoot complex issues, own escalations, and help shape AI tools used by the CX team.

Key responsibilities

• Engage with customers via live calls, email, and chat to resolve issues across a broad product surface.
• Manage escalations end‑to‑end, routing tickets to risk, engineering, product or partnerships as needed.
• Build and improve AI‑powered research and automation tools, providing feedback and iterating on proprietary platforms.
• Identify process gaps, create or update SOPs and knowledge‑base articles, and implement automations to improve team efficiency.

Required profile

• Systems thinker who looks beyond the immediate ticket to prevent future problems.
• Fast‑moving with high execution standards, balancing speed, accuracy and thoroughness.
• Comfortable communicating complex technical information clearly, especially on the phone.
• Proven track record of meeting CSAT, QA and speed‑of‑service metrics.

Required skills

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

What we offer

• Full‑time schedule with evening shift (6 PM–2:30 AM EST) and occasional weekend coverage.
• Competitive salary $65,000–$70,000 USD per year (NYC/SF) or $60,000–$65,000 USD elsewhere.
• Comprehensive benefits: 100% medical/dental/vision, 401(k) match, fertility HRA, parental leave, flexible PTO, health stipend, and more.
• Access to unlimited AI tools, proprietary platforms, and a culture that encourages building and ownership.