About this role.
Ramp is seeking a Customer Experience Associate to resolve complex customer issues across payments, cards, travel, bank linking, accounting integrations, and related financial workflows. The role requires end-to-end ownership of escalations, strong judgment, and close collaboration with Engineering, Risk, Product, and Partnerships. Associates communicate with customers by phone, email, and chat while maintaining high standards for speed, accuracy, CSAT, and quality. The position emphasizes active use of AI tools to investigate issues, improve workflows, create automations, and strengthen support systems. It is a full-time, shift-based role that may include a weekend day and rotating holiday coverage.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Experience Associate role at Ramp. I bring a customer-first, systems-oriented approach to resolving complex issues, communicating clearly with stakeholders, and maintaining ownership through resolution.
My experience supporting fast-moving operations has strengthened my ability to prioritize competing requests, investigate technical workflows, and collaborate effectively across teams. I am especially interested in Ramp's AI-first CX environment and would welcome the opportunity to use AI tools and process improvement skills to improve both customer outcomes and internal operations.
Thank you for your consideration. I would value the opportunity to discuss how I can contribute to Ramp's high-quality customer experience.
Sample interview questions
I would first confirm the customer impact, gather the relevant transaction details, and identify the likely owner or owners across Risk, Engineering, Product, or Partnerships. I would create a clear escalation with the facts, business urgency, and requested action, then maintain ownership by following up internally and providing the customer with concise, proactive updates until resolution.
I prioritize issues by financial impact, urgency, customer deadlines, and available service commitments. I use reliable documentation, internal tools, and AI-assisted research to accelerate investigation, while validating key payment, account, and reconciliation details before communicating an answer or taking action.
I use AI tools to summarize case histories, draft and refine customer communications, identify patterns in recurring issues, and create first-pass process documentation. I treat AI output as an accelerator rather than a final authority, verifying details against source systems and established policies before acting.
I would explain the issue in plain language: what amount is different, which transactions or timing factors caused the difference, what we have confirmed, and what action is being taken. I would include the expected resolution timeline and any steps the customer needs to take, avoiding unnecessary technical jargon while preserving accuracy.
I would quantify the pattern using ticket data and customer feedback, identify the process or product point creating confusion, and propose a practical fix such as an updated knowledge-base article, intake form, automation, or escalation workflow. After implementation, I would monitor relevant metrics such as repeat contacts, resolution time, QA results, and CSAT to validate the improvement.
About Ramp
Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.
About the Role
Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Our customers rely on us to keep their operations running: invoices get paid, books get closed, and finance leaders can trust the data behind every decision.
In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day.
You will thrive in this role if you are a systems thinker and deeply customer obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart.
What You’ll Do
Be the voice of Ramp’s Customer Support. You’ll spend your day engaging with customers, primarily via live calls, email, and chat.
Diagnose across a broad product surface. Ramp isn’t one product — it’s payments, cards, travel, accounting integrations, and more. You’ll need to understand how they connect and where they break.
Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries — risk, engineering, product, partnerships — you route it correctly, follow up, and make sure the customer isn’t left waiting. You’ll work across Zendesk, internal tooling, and Slack-based escalation workflows.
Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You’ll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what’s working, and play an active role in how these tools evolve. You’re not just a user — you’re a builder. We are all builders at Ramp.
Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that’s sending associates down the wrong path, you don’t just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better.
Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what’s happening, what you’re doing about it, and what they should expect — clearly and without filler.
What You Need
You’re a systems thinker: you don’t just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you’ve applied them to get real work done. This is a hard requirement.
You’re fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.
You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you’re not writing code.
You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.
You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.
You’re comfortable on the phone. Many interactions start there.
You have a demonstrated 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, 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
Why be a CX Associate at Ramp
Cross-functional exposure from day one. You work directly with Product, Engineering, and GTM teams — not siloed into a support queue.
AI tools and unlimited access. Unlimited tokens, proprietary AI tools like Glass, and a culture that expects you to use them to move faster and build smarter.
Career growth that you own. Grow within CX, explore other functions internally, or carve out a path that doesn’t exist yet. If you’re invested, we’re invested.
Culture that’s different from a call center. Team events, in-person offsites, and a genuine commitment to building a team people want to be part of.
Read more about how Ramp thinks about AI and CX:
Inside Glass: How Ramp Built a Proprietary AI Platform for CX — Seb Goddijn, AI Product Manager
AI-Powered Customer Experience at Ramp — Ben Levick, Head of CX / Ramp AI
What to know before you apply
Schedule & Shift Bidding – Please Read Carefully: CX Associates work a set 40-hour/week schedule assigned through a schedule-bid process. Working hours span 7:00 AM–11:00 PM local time (EST/ CST/ PST), and your shift 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. Ramp’s customers operate on financial deadlines that don’t pause.
The product changes frequently. If you need a stable, predictable environment, this isn’t it. If you like learning new things every week, it is.
This role is a launchpad for your career at one of the fastest-growing companies in fintech.
For candidates located in NYC or SF, the pay range for this role is $60,000-$70,000. For candidates located in all other locations, the pay range for this role is $60,000-$65,000.
Benefits available to all full-time Ramp employees (Global)
Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
United States
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 expense coverage to NYC or SF (if needed)
Canada
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)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay
Employee Assistance Program and virtual care through Lumino Health
United Kingdom
Private medical insurance through Freedom Elite
Virtual GP and at-home care via eMed x Livi
Workplace pension through Penfold, with salary sacrifice option
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay
Referral Instructions
If you are being referred for the role, please contact that person to apply on your behalf.
Other notices
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.
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