University Grad | Customer Experience Associate

Ramp•New York, NY

3d•$60,000 - $70,000

About The Position

Ramp is hiring a University Grad Customer Experience Associate to support customers using its financial operations software, including bill payments, corporate cards, reimbursements, accounting integrations, and travel. The associate identifies where customers are getting stuck, investigates issues across the product, and drives them to resolution. The role requires learning the product deeply and making judgment calls rather than following a fixed script. Associates engage with customers primarily through live calls, email, and chat. They own customer issues end-to-end, coordinate with teams such as Engineering, Risk, Product, and Partnerships when needed, and keep customers informed. The role also involves using and providing feedback on AI-powered tools, improving workflows and documentation, and building automations to improve customer experience operations. This is a 40-hour-per-week position with schedules assigned through a shift-bidding process. Working hours span 7:00 AM–11:00 PM ET; shifts will likely include a weekend day, and associates rotate coverage for 2–3 company holidays per year. The product changes frequently, so ongoing learning and adaptability are important.

Requirements

Actively use AI tools such as Claude, Notion AI, research tools, or workflow tools, and demonstrate applying them to real work; stated as a hard requirement.
Think systemically by investigating why problems occur and how to prevent them from recurring.
Work quickly while maintaining accuracy, thoroughness, and a high execution standard.
Be able to discuss technical connections between systems, including APIs, bank integrations, and accounting software, without necessarily writing code.
Manage competing priorities and ensure open issues do not fall through the cracks.
Write clearly and concisely, including explaining payment reconciliation issues to financially sophisticated customers without jargon.
Be comfortable speaking with customers on the phone.
Demonstrate a track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

Nice To Haves

Experience building workflows or automations using AI tools, beyond prompting.
Familiarity with accounting workflows such as AP/AR, general ledger, and reconciliation, or ERP integrations such as NetSuite, QuickBooks, or Sage.
Background in payments infrastructure, including ACH, wire transfers, or card networks.
Experience at a fast-shipping product company where Customer Experience was expected to keep pace.

Responsibilities

Engage with customers primarily through live calls, email, and chat as the voice of Ramp Customer Support.
Diagnose issues across Ramp’s product surface, including payments, cards, travel, and accounting integrations.
Own customer tickets and escalations end-to-end, routing issues to the appropriate internal teams, following up, and keeping customers informed.
Use AI-powered research and workflow tools, including proprietary tools such as Glass, and provide feedback to improve them.
Identify and fix process gaps, missing or inaccurate SOPs, and knowledge-base issues; use AI to build automations and improve systems.
Communicate clearly and empathetically about issues, actions being taken, and customer expectations.
Manage competing priorities and maintain strong customer service, quality, and speed-of-service performance.

Benefits

Flexible PTO.
Centralized home-office equipment ordering.
Health and wellness stipend.
Budget for intra-office travel.
Weekly coffee stipend.
For U.S. employees: 100% medical, dental, and vision coverage for the employee, with partial dependent coverage.
For U.S. employees: One Medical annual membership.
For U.S. employees: 401(k) with employer match on contributions made while employed by Ramp.
For U.S. employees: Fertility HRA of up to $10,000 per year.
For U.S. employees: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only, at 100% pay.
Pet insurance.
For U.S. employees: In-office lunch, snacks, drinks, and other perks.
Relocation expense coverage to NYC or SF if needed.
Cross-functional exposure from day one, including direct work with Product, Engineering, and GTM teams.
Unlimited access to AI tools, including proprietary tools such as Glass.
Career growth opportunities within CX or other internal functions.
Team events and in-person offsites.
For Canadian employees: Group medical, dental, and vision coverage through Sun Life.
For Canadian employees: Life, AD&D, and disability coverage.
For Canadian employees: Fertility drug coverage up to $4,000 lifetime.
For Canadian employees: Group Retirement Plan with employer match (RRSP + DPSP).
For Canadian employees: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay, with additional time available at reduced pay.
For Canadian employees: Employee Assistance Program and virtual care through Lumino Health.
For U.K. employees: Private medical insurance through Freedom Elite.
For U.K. employees: Virtual GP and at-home care via eMed x Livi.
For U.K. employees: Workplace pension through Penfold, with salary sacrifice option.
For U.K. employees: Parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only at 100% pay, with additional time available at reduced pay.