Customer Experience Agent (Evening Shift)

What You’ll Do

• Serve as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chat
• Troubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinking
• Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment
• Take ownership of escalations, ensuring tickets move forward through the appropriate internal teams
• Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows
• Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics
• Contribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scale

What You Need

• Comfort and confidence on the phone as your primary support channel
• Ability to work evenings, weekends, and some holidays
• Strong customer focus with empathy under pressure
• Excellent verbal and written communication
• Ability to quickly learn Ramp’s platform and apply product knowledge
• Strong analytical and problem-solving skills
• Persistence in driving issues to resolution with internal teams
• High reliability and professionalism in live support environments
• Comfort working toward performance metrics in a results-driven role

Nice to Haves

• Familiarity with AI-powered tools or workflow automation in customer support
• Comfort working in a high-growth or startup environment where processes evolve quickly
• Experience with Zendesk or other customer support platforms

Salary

• For candidates located in NYC or SF, the pay range for this role is $65,000-$70,000.
• For candidates located in all other locations, the pay range for this role is $60,000-$65,000.