[Remote] Customer Experience Agent

Note: The job is a remote job and is open to candidates in USA. Ramp is building the smart infrastructure for finance teams, automating how businesses manage their spending. In this role, you will engage with customers to troubleshoot issues across various financial products and ensure smooth operations through effective communication and problem-solving.

Responsibilities

• Be the voice of Ramp's Customer Support. This role expects you to 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
• Work with AI tools daily. Ramp is building AI into CX operations. You'll use AI-powered research tools, provide feedback on what's working, and be instrumental to shaping how these tools evolve. Comfort with new technology isn't optional
• Improve the system, not just the ticket. When you notice a process gap, a missing SOP, or a knowledge base article that's sending agents down the wrong path, you flag it and propose fixes. 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

Skills

• 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
• Experience working hand in hand with AI tools to conduct research, write content, and follow processes
• 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

Benefits

• 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)

Company Overview