Integrations Expert, Customer Experience

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 list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies.

About The Role

Ramp is looking for an Integrations Expert, Customer Experience to join our Customer Experience team, specializing in ERP and HRIS integrations. Ramp's ERP integrations are one of the core differentiated features of the platform, enabling finance teams to save time and money through seamless and automated coding and syncing of their financial information from Ramp to their core systems of record. As an Integrations Expert, Customer Experience, you'll be the final escalation point for complex sync and configuration issues, owning high-sensitivity cases across platforms like NetSuite, QuickBooks, Sage Intacct, Xero, and Workday. This role is a hybrid of advanced technical troubleshooting, customer-facing support, and internal systems improvement.

As a Senior member of CX, you'll handle the most ambiguous and systemic failures, lead live debugging sessions with customers and cross-functional partners (Product, Operations, Engineering, Post-Sales), and shape the playbooks that define Ramp's integration support excellence, helping democratize this troubleshooting to a broader team.

You'll be stepping into a role with solid foundations but an evolving charter—you won't just run the playbook, you'll write it. Success in this role requires comfort with the unknown, a bias toward action, and a proven track record of building structure, relationships, and momentum from a blank slate.

What You’ll Do

• Support Excellence: Serve as the expert point of contact for ERP/HRIS integration escalations via chat, email, and live Zoom support.
• Advanced Troubleshooting: Resolve 85–95% of escalated sync/configuration issues without engineering intervention.
• Systems Leadership: Scope platform gaps, propose architectural fixes, and advocate for system-level improvements in collaboration with Product, Engineering, and Implementation teams.
• Documentation Ownership: Lead documentation for edge cases and systemic issues—updating playbooks, error indexes, and Guru cards.
• Enablement & Mentorship: Run enablement sessions and mentor IC5 Integration Specialists across ERP workflows and tools.
• Roadmap Input: Identify recurring customer friction and platform constraints, contributing to product discovery and tool prioritization.

What You Need

• 2–4 years of experience supporting ERP/HRIS integrations or working in B2B SaaS customer support/solutions roles
• Proven success resolving complex sync/config issues in at least one of the following ERPs: NetSuite, Sage Intacct, QuickBooks (Online/Desktop), or Xero
• Proven ability to use customer insights and support data to influence product improvements—you don't just solve problems, you spot patterns, advocate for change, and help make the product better.
• Strong judgment under ambiguity with the ability to make decisions on the fly and coach others
• Comfortable with configuration consoles, admin panels, and cross-system troubleshooting
• Excellent written and verbal communication—able to explain system behavior to both technical and non-technical audiences
• Comfort with using support tooling (Zendesk, Salesforce, or equivalent) and working cross-functionally with Product, Sales, and Engineering teams.
• Basic familiarity with APIs, file formats (e.g., CSV, JSON), and accounting software integrations.
• Curiosity, adaptability, and a customer-first mindset.
• Willingness to lead customer-facing calls and drive action in cross-functional settings

Nice to Haves

• Experience using Zendesk (macros, triggers, custom objects)
• Familiarity with SQL or interpreting JSON/API payloads
• Background in FinTech, accounting, or HR software environments
• Prior enablement or technical training experience

What Success Looks Like

• Autonomously leads and resolves high-sensitivity ERP/HRIS escalations
• Trains and mentors peers through enablement sessions or doc ownership
• Shapes Ramp’s integration experience through platform insights and feedback loops
• Recognized as a system expert across 1–2 ERP platforms internally

Key skills/competency

• ERP Integrations
• HRIS Integrations
• Technical Troubleshooting
• Customer Support
• NetSuite
• QuickBooks
• Sage Intacct
• Xero
• Workday
• API Integration