Role in brief
Ramp is looking for a Customer Experience Agent to provide phone support for customers. The role requires strong communication and problem-solving skills. Ideal candidates are comfortable in fast-paced environments and passionate about customer service.
About the role
In this role, you will be the primary contact for Ramp's customers, assisting them mainly through phone interactions. Your focus will be on resolving issues empathetically and efficiently, ensuring that customers feel supported throughout their experience.
The team operates in a dynamic environment, where adaptability and quick learning are essential. You will collaborate with various internal teams to drive customer issues to resolution while leveraging AI tools and automation to enhance service delivery.
The salary for this role is $60,000 for most locations, with potential increases for candidates in NYC or SF.
Skills that matter here
- customer support: This role requires providing first-line support primarily over the phone.
- communication: Effective verbal and written communication is crucial for resolving customer issues.
- problem-solving: Strong analytical skills are necessary to troubleshoot and resolve customer concerns.
- AI tools: Familiarity with AI-powered tools will help in adapting to evolving workflows.
- Zendesk: Experience with customer support platforms like Zendesk is beneficial.
Who this role suits
- A person who thrives under pressure and maintains a strong customer focus.
- Someone who enjoys fast-paced, high-energy environments and adapts easily to changes.
- An individual who takes ownership of issues and is persistent in driving them to resolution.
- A candidate who values measurable results and is comfortable working toward performance metrics.
From the employer
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.
Questions about this role
What is the remote policy?
This position is remote, but the salary varies based on location.
What are the working hours?
The role requires working evenings, weekends, and some holidays.
How do I apply?
Candidates can apply through the Ramp website at https://ramp.com.