Customer Experience Agent

ABOUT RAMP At Ramp, we’re rethinking how modern finance teams function in the age of AI. We believe AI isn’t just the next big wave. It’s the new foundation for how business gets done. We’re investing in that future — and in the people bold enough to build it. Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 50,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $100 billion in purchases each year. Ramp’s investors include Lightspeed Venture Partners, Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, Redpoint, and ICONIQ, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. Ramp has been named to Fast Company’s Most Innovative Companies https://www.fastcompany.com/91038883/ramp-most-innovative-companies-2024 list and LinkedIn’s Top U.S. Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-50-us-companies-rise-linkedin-news-hxote/?trackingId=uBI29YlAOxikbTI7cdvG4g%3D%3D for more than 3 years, as well as the Forbes Cloud 100 https://www.forbes.com/sites/richardnieva/2024/08/06/ramp-cloud-100/, CNBC Disruptor 50 https://www.cnbc.com/2024/05/14/ramp-cnbc-disruptor-50.html, and TIME Magazine’s 100 Most Influential Companies https://time.com/collection/time100-companies-2023/6285147/ramp/. ABOUT THE ROLE Ramp is hiring Customer Experience Agents to be the voice of Ramp for thousands of customers — and direct line of contact when something goes wrong. This is a phone-first role: most of your day will be spent live on the line, solving problems quickly, building trust, and creating memorable experiences for our customers. We’re a fast-moving, high-energy team that holds ourselves to a high bar: speed, accuracy, and empathy in every interaction. Here, ownership means more than answering calls; it’s about driving customer issues forward until they’re resolved, partnering with product, engineering, and other teams to make sure nothing slips through the cracks. Ramp is scaling quickly, which means change is constant. We lean into AI, automation, and evolving workflows to keep up the pace and we’re looking for people who are excited to grow alongside that change. The best CX Agents at Ramp combine startup energy with accountability: they move fast, adapt easily, and take pride in holding themselves to measurable results. If you thrive in dynamic environments, love delivering outstanding customer experiences, and want to work with some of the fastest-growing companies in the U.S., this role is for you. WHAT YOU’LL DO - Serve as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chat - Troubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinking - Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment - Take ownership of escalations, ensuring tickets move forward through the appropriate internal teams - Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows - Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics - Contribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scale WHAT YOU NEED - Comfort and confidence on the phone as your primary support channel - Ability to work evenings, weekends, and some holidays - Strong customer focus with empathy under pressure - Excellent verbal and written communication - Ability to quickly learn Ramp’s platform and apply product knowledge - Strong analytical and problem-solving skills - Persistence in driving issues to resolution with internal teams - High reliability and professionalism in live support environments - Comfort working toward performance metrics in a results-driven role NICE TO HAVES - Familiarity with AI-powered tools or workflow automation in customer support - Comfort working in a high-growth or startup environment where processes evolve quickly - Experience with Zendesk or other customer support platforms 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 (FOR U.S.-BASED FULL-TIME EMPLOYEES) - 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by Ramp) - Flexible PTO - Fertility HRA (up to $10,000 per year) - Parental Leave - Unlimited AI token usage - Pet insurance - Centralized home-office equipment ordering for all employees - Health and Wellness stipend - In-office perks: lunch, snacks, drinks, and more - Budget for intra-office travel - Relocation support to NYC or SF (as needed) 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 http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice