Ramp

Customer Experience Associate (Evening Shift)

New York, NY (HQ), Remote. Posted 7 days ago

The role

You will engage with customers via live calls, email, and chat to diagnose product issues. You will troubleshoot payments, bank linking, accounting syncs, and card programs while partnering with Engineering, Risk, Product, and Partnerships teams.

What you will do

  • Engage with customers via live calls, email, and chat.
  • Diagnose issues across payments, cards, travel, and accounting integrations.
  • Manage escalations end-to-end by routing to risk, engineering, product, or partnerships.
  • Use Zendesk, internal tooling, and Slack-based escalation workflows.
  • Build and shape AI tools and provide feedback on their evolution.
  • Fix process gaps, missing SOPs, or knowledge base articles.
  • Communicate clearly and with precision to financially sophisticated customers.

Required qualifications

  • Systems thinker.
  • Actively use AI tools such as Claude, Notion AI, research and workflow tools.
  • Fast-moving with high bar for execution.
  • Can hold technical conversations about APIs, bank integrations, and accounting software.
  • Manage competing priorities.
  • Write clearly and concisely.
  • Comfortable on the phone.
  • Demonstrated track record of exceeding CSAT, QA, and speed-of-service metrics.

Nice to have

  • Experience building workflows or automations using AI tools
  • Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage)
  • Background in payments infrastructure (ACH, wire transfers, card networks)
  • Track record of working somewhere that shipped product fast

Benefits

  • Flexible PTO
  • Centralized home-office equipment ordering
  • Health and wellness stipend
  • Budget for intra-office travel
  • Weekly coffee stipend
  • 100% medical, dental & vision insurance coverage for you (US)
  • One Medical annual membership (US)
  • 401(k) with employer match (US)
  • Fertility HRA up to $10,000 per year (US)
  • Parental leave up to 16 weeks (US/UK/Canada)
  • Pet insurance (US)
  • In-office perks: lunch, snacks, drinks, and more (US)

Before you apply

  • CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process.
  • Evening working hours span 6:00 PM–2:30 AM EST.
  • Shift will likely include a weekend day.
  • Associates cover 2–3 company holidays per year on a rotating basis.

About the company

Ramp is building smart infrastructure for finance teams to automate spend, authorize payments, and close books. The company serves over 85,000 companies.

Customer Experience Associate (Evening Shift) at Ramp | JobZoey