Associate Manager | Customer Experience

Ramp•New York, NY

3d•$96,000 - $132,000

About The Position

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met. We’re a fast-moving, high-growth team where change is constant. Associate Managers at Ramp thrive in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. We function in a highly collaborative environment: leaders and agents alike share ideas, iterate quickly, and give and receive feedback across levels and teams. Success in this role requires intentional execution and adaptability to thrive in a culture where the best idea wins, where projects are built together, and where iteration is expected as part of the process. This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement. Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives. If you love developing people, driving accountability, and bringing clarity and focus to dynamic environments, this role is for you.

Requirements

Minimum 2 years of experience in a leadership role
Minimum 3 years of experience in a customer-facing technical support role
Ability to work evenings, weekends, and some holidays
Proven ability to deliver coaching that drives individual and team growth
Strong written and verbal communication — you can explain a complex issue clearly at any level
Comfort leading teams through fast-paced change and adopting new tools, including AI
Experience using AI tools to improve support workflows — research, drafting, process automation
Ability to juggle competing priorities without dropping things

Nice To Haves

You've built something — an AI-powered workflow, a custom tool, an automation that your team actually uses. Not "I used AI to analyze data" but "I identified a gap, figured out how to close it, and shipped it."
You've partnered with a product or engineering team to bring a CX tool to life, and you can speak to the tradeoffs you made along the way
Background in FinTech or financial services
Experience in a high-growth or startup environment where the product changed faster than the playbook
You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.

Responsibilities

Develop and coach your team. Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow. Know your people well enough to make coaching specific and actionable.
Drive performance and consistency. Keep the team focused on the metrics that matter — CSAT, QA, SLA, productivity — by reinforcing playbooks and addressing gaps quickly before they compound.
Own quality assurance. Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance.
Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve. Comfort with new technology isn't optional — we are all builders at Ramp.
Use data to drive decisions. Review performance trends and customer feedback to translate insights into coaching actions and process changes — not just reports.
Lead your team through change. Ensure adoption of new tools, workflows, and processes with clarity and steady leadership. Your team looks to you to make change feel manageable.
Collaborate cross-functionally. Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience.
Stay connected to the work. Handle escalations and occasionally take calls and tickets to stay close to frontline realities.