Customer Experience Associate

About the Company

Ramp is building the smart infrastructure for finance teams, automating how billions in annualized spend flows in and out of thousands of companies. We provide tools for authorizing payments, flagging risk, categorizing spend, and closing books.

Responsibilities

• Engage with customers via live calls, email, and chat to resolve complex product issues.
• Diagnose problems across payments, cards, travel, and accounting integrations.
• Manage escalations end-to-end by partnering with Engineering, Risk, Product, and Partnerships teams.
• Use and provide feedback on AI-powered research and proprietary tools to improve CX operations.
• Identify process gaps and autonomously create or update SOPs and knowledge base articles.
• Communicate technical financial issues clearly and concisely to sophisticated customers.

Requirements

• Proven experience using AI tools (e.g., Claude, Notion AI) to complete work.
• Ability to hold technical conversations regarding APIs, bank integrations, and accounting software.
• Strong systems thinking skills to identify root causes of problems.
• Demonstrated track record of exceeding CSAT, QA, and speed-of-service metrics.
• Comfort working on the phone for customer interactions.
• Ability to work a set 40-hour/week schedule, including evenings, weekends, or rotating holidays to support UK overnight coverage.
• Must have the right to work in the United Kingdom.

Preferred Qualifications

• Experience building workflows or automations using AI tools.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations like NetSuite or QuickBooks.
• Background in payments infrastructure such as ACH, wire transfers, or card networks.

Benefits

• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Private medical insurance through Freedom Elite
• Virtual GP and at-home care via eMed x Livi
• Workplace pension through Penfold