Customer Experience Agent
@ Ramp

Hybrid
$60,000
Hybrid
Full Time
Posted 1 day ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXXXX****** @ramp.com
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Job Details

About Ramp

At Ramp, we’re rethinking how modern finance teams function in the age of AI. Our platform combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence. More than 45,000 businesses have saved $10B and 27.5M hours using Ramp.

Ramp is backed by top investors and industry leaders from companies like Stripe, Affirm, and Goldman Sachs. Recognized by Fast Company, LinkedIn, Forbes, CNBC, and TIME, Ramp is redefining financial operations for modern businesses.

About The Role

As a Customer Experience Agent at Ramp, you will be the voice for thousands of customers. This phone-first role involves resolving issues, building customer trust, and ensuring swift resolution through direct support. You will work closely with product, engineering, and operations teams to drive escalation resolution and provide feedback for continuous improvement.

What You’ll Do

  • Serve as the primary contact for customer support via phone, email, and chat.
  • Troubleshoot issues using product knowledge and investigation.
  • Deliver empathetic and efficient solutions in a fast-paced environment.
  • Take ownership of escalations and collaborate with internal teams.
  • Adapt to new tools, AI-powered workflows, and process changes.
  • Meet or exceed performance standards including CSAT, QA, and speed metrics.
  • Contribute to documentation and share customer insights.

What You Need

  • Comfort and confidence using the phone as the main support channel.
  • Ability to work evenings, weekends, and some holidays.
  • Strong customer focus and excellent communication skills.
  • Quick learning ability for Ramp’s platform and product details.
  • Analytical and problem-solving skills with persistence in resolution.
  • High reliability and professionalism in live support environments.
  • Comfort with performance metrics and a results-driven approach.

Nice to Haves

  • Experience with AI-powered tools and workflow automation.
  • Familiarity with high-growth or startup environments.
  • Experience with Zendesk or similar customer support platforms.

Benefits

  • 100% medical, dental & vision insurance for U.S. full-time employees.
  • 401k with employer match, flexible PTO, and wellness stipends.
  • WFH stipend and relocation support for NYC or SF as needed.
  • Parental leave, pet insurance, and additional benefits.

Key Skills/Competency

  • Customer Support
  • Phone Communication
  • Problem Resolution
  • AI Integration
  • Analytical Skills
  • Escalation Management
  • Team Collaboration
  • Adaptability
  • Process Improvement
  • Product Knowledge
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How to Get Hired at Ramp

🎯 Tips for Getting Hired

  • Research Ramp's culture: Understand their mission and growth.
  • Customize your resume: Highlight customer support experience.
  • Practice phone skills: Emphasize clarity and empathy.
  • Prepare for metrics: Be ready to discuss performance improvements.

📝 Interview Preparation Advice

Technical Preparation

Review Ramp's platform documentation.
Practice troubleshooting scenarios.
Understand AI-powered workflow tools.
Familiarize with Zendesk features.

Behavioral Questions

Describe a time you resolved a difficult call.
Explain how you handle high-pressure situations.
Share an experience working with cross-functional teams.
Detail a situation where feedback improved a process.

Frequently Asked Questions