Role in brief
Ramp is seeking an Associate Manager to lead its customer experience team, focusing on live phone support and maintaining service standards across all channels. This role involves coaching agents, driving performance through metrics, and leveraging AI tools. Candidates with leadership experience in customer-facing technical support and familiarity with AI tools should apply.
About the role
This role involves leading a customer experience team, specifically managing agents who provide live phone support. The Associate Manager is responsible for ensuring consistent service quality across all customer interaction channels, including chat and email, while primarily focusing on phone support. The position requires guiding the team to meet performance standards and deliver a high level of customer service.
A key aspect of this position is developing and coaching team members through regular one-on-one sessions and feedback. The manager will drive performance by focusing on key metrics and identifying areas for improvement through quality assurance. This includes working with AI tools to enhance team efficiency and adopting new processes based on data-driven decisions.
Success in this role means effectively leading the team through changes, collaborating with other departments, and maintaining high standards of customer support. The manager will be instrumental in ensuring the team serves as the primary voice of Ramp for its customers, consistently delivering quality interactions and adapting to evolving tools and processes.
The listed salary for this role is $108,000, which falls within the stated range for NYC or SF, and also within the range for other locations.
Skills that matter here
- AI tools: This role requires working with AI tools and driving their adoption within the customer experience team to enhance support processes.
- data analysis: The manager will use data to inform decisions and implement process changes within the customer experience operations.
- customer support: This position involves leading a customer support team, focusing on live phone interactions and maintaining consistent service quality across all channels.
Who this role suits
- A leader with at least two years of management experience.
- Someone with a minimum of three years in a customer-facing technical support role.
- An individual who can work evenings, weekends, and some holidays.
- A person comfortable with fast-paced change and adopting new technologies.
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.
Questions about this role
What is the remote work policy for this role?
This is a remote position, and the salary range varies based on location, with different ranges for NYC/SF and other locations.
What is the required seniority level for this position?
This role is for a middle-seniority professional.
What are the core skills required for this role?
Key skills include experience with AI tools, data analysis, and customer support, along with leadership and communication abilities.
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