Customer Experience Associate

The role

You will engage with customers via live calls, email, and chat to diagnose issues across payments, cards, travel, and accounting integrations. You will manage escalations end-to-end and help build and shape AI tools for CX operations.

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 with precision and empathy to financially sophisticated customers.

Required qualifications

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

Nice to have

• Experience building workflows or automations using AI tools, not just prompting
• 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 and expected CX to keep up

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, with partial coverage for dependents (US)
• One Medical annual membership (US)
• 401(k), including employer match on contributions made while employed by Ramp (US)
• Fertility HRA (up to $10,000 per year) (US)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay (US)
• 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.
• Shifts will likely include a weekend day (either Sun–Thu or Tue–Sat).
• Associates also cover 2–3 company holidays per year on a rotating basis.

About the company

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. They automate how over $275B in annualized spend flows in and out of 85,000+ companies.