Associate Manager | Customer Experience

About the role

In this role, you will guide the frontline Customer Experience team at Ramp, focusing on live phone support. Your leadership will be crucial in maintaining high standards across various communication channels, including chat and email.

Success in this position involves developing your team through feedback and coaching, driving performance metrics, and utilizing data for decision-making. You will also lead initiatives to adopt AI tools and collaborate with other departments to enhance customer service.

The salary for this role is set at $108,000 for NYC or SF, with slightly lower ranges for other locations.

Skills that matter here

• AI tools: You will work with AI tools to improve customer support processes.
• data analysis: Data analysis will be essential for driving decisions and identifying performance gaps.
• customer support: Extensive experience in customer support is necessary for this leadership role.

Who this role suits

• You have a background in customer support and a proven track record in leadership.
• You thrive in fast-paced environments and are adaptable to change.
• Your communication skills are strong, both written and verbal, allowing you to effectively lead a team.

From the employer

• Develop and coach your team through 1:1s and feedback.
• Drive performance and consistency by focusing on key metrics.
• Own quality assurance and identify performance gaps.
• Work with AI tools and drive their adoption.
• Use data to drive decisions and process changes.
• Lead your team through change and collaborate cross-functionally.

• Minimum 2 years of experience in a leadership role.
• Minimum 3 years in a customer-facing technical support role.
• Ability to work evenings, weekends, and some holidays.
• Strong written and verbal communication skills.
• Experience with AI tools and fast-paced change.

• Salary range for NYC or SF: $108,000 - $132,000.
• Salary range for other locations: $100,000 - $125,000.