Associate Manager, Premier Support (Customer Experience)

Ramp•New York, NY

1d•$100,000 - $132,000•Remote

About The Position

Ramp is hiring an Associate Manager to lead Premier Support. This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong. You'll own the people and the performance. That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges. You'll partner daily with the Account Managers who own the strategy for these same accounts - they own the account direction, you own the support experience that makes it possible. This team is new. The playbook exists but it isn't finished, and you'll be shaping it. That means you need to be someone who can build and lead at the same time: designing the operating rhythm, spotting where the model breaks before it breaks, and having a contingency ready when something doesn't land. You'll be trusted with a lot early, and you'll have a manager who has built these teams from scratch and stays close. This is a people-leadership job first. We're looking for someone genuinely passionate about managing people and building strong, solid teams. Someone who finds the craft of leadership itself interesting, not just the outcomes it produces.

Requirements

Minimum 2 years of people-management experience - direct accountability for others' performance, development, and difficult conversations
Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts
Demonstrated ability to manage performance honestly and effectively - you can point to a time you turned someone around, and a time you concluded you couldn't
Proven experience leading a team through significant change - a reorg, a new operating model, a tooling migration and evidence of how you kept the team steady
Strong analytical instincts - you work from data, find root causes, and can defend a decision with evidence
Excellent written and verbal communication - you can be crisp with executives, clear with your team, and calm with an escalating customer
Comfort leading in ambiguity, where you're building the process while running it
Experience using AI tools to improve support or account workflows - research, drafting, process automation
Availability to flex outside standard hours when accounts require it, including a weekend on-call rotation and occasional holiday coverage

Nice To Haves

You've managed a named book of B2B accounts or led a team that did, and you understand the difference between closing a ticket and protecting a relationship
You've built something: an AI-powered workflow, an automation, a reporting layer your team actually uses. Not "I used AI to analyze data" but "I found a gap, figured out how to close it, and shipped it."
You've stood up a team or function from an early stage, and you know what breaks at 6 people versus 15
You've partnered closely with Customer Success, Account Management, or Sales, and can speak to how you handled the tension when priorities diverged
Background in FinTech or financial services; comfort with ERP and accounting systems (NetSuite, Workday, Sage Intacct)
You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code
Experience in a premium, dedicated, or VIP support model at a high-growth company

Responsibilities

Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment. Know your people well enough to make coaching specific.
Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You'll have the hard conversations yourself, with a plan and a follow-through.
Own your team's results. Quality, responsiveness, and SLA delivery across the accounts your team supports - plus the day-to-day mechanics that get you there: triage by account risk, load balancing, coverage, and on-call rotation.
Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to.
Partner with Account Management. Work shoulder-to-shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on.
Use data to decide. Read the quality, SLA, escalation, and volume trends; find the root cause; turn it into coaching or a process change.
Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount.
Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion AI-powered workflows, help your team get fluent, and shape how these tools evolve. Comfort with new technology isn't optional - we are all builders at Ramp.
Lead through change. Premier will look different in six months. You'll make that feel manageable for your team, and you'll anticipate the next change before it arrives.

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
One Medical annual membership
401(k), including employer match on contributions made while employed by Ramp
Fertility HRA (up to $10,000 per year)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance
In-office perks: lunch, snacks, drinks, and more
Relocation support to NYC or SF (as needed)
Group medical, dental, and vision coverage through Sun Life
Life, AD&D, and disability coverage
Fertility drug coverage (up to $4,000 lifetime)
Group Retirement Plan with employer match (RRSP + DPSP)
Employee Assistance Program and virtual care through Lumino Health
Private medical insurance through Freedom Elite
Virtual GP and at-home care via eMed x Livi
Workplace pension through Penfold, with salary sacrifice option