Customer Experience Agent
Handles complex customer issues across Ramp’s payments, cards, travel, and accounting products while coordinating cross-functional resolutions. The role requires strong systems thinking, clear communication, AI-tool proficiency, and the ability to improve support processes and automations.
About the job
Responsibilities
- Engage with customers primarily through live calls, email, and chat.
- Diagnose issues across payments, cards, travel, accounting integrations, and related products.
- Manage escalations end-to-end across Risk, Engineering, Product, and Partnerships.
- Use Zendesk, internal tooling, and Slack-based escalation workflows.
- Use AI-powered research and workflow tools, including Claude, Notion AI, and Glass; provide feedback to improve them.
- Identify and fix process gaps, missing SOPs, and inaccurate knowledge-base content.
- Build automations and improve customer-support systems with AI.
- Communicate clearly and empathetically with financially sophisticated customers.
Requirements
- Systems-thinking approach focused on resolving root causes and preventing recurrence.
- Demonstrated use of AI tools to accomplish real work.
- Ability to balance speed, accuracy, and thoroughness.
- Ability to discuss system connections, APIs, bank integrations, and accounting software.
- Strong prioritization and issue-management skills.
- Clear, concise writing and communication.
- Comfortable speaking with customers by phone.
- Track record of exceeding CSAT, QA, and speed-of-service performance standards.
- Ability to work a set 40-hour weekly schedule assigned through schedule bidding, with shifts between 7:00 AM and 11:00 PM local time and likely weekend coverage.
- Ability to cover 2–3 company holidays annually on a rotating basis.
Nice to Have
- Experience building AI-powered workflows or automations.
- Familiarity with accounting workflows such as AP/AR, general ledger, and reconciliation.
- Experience with ERP integrations, including NetSuite, QuickBooks, or Sage.
- Background in payments infrastructure, including ACH, wire transfers, or card networks.
- Experience working in a fast-moving product environment.
Compensation and Benefits
- ATS-listed salary range: $60,000–$70,000.
- Flexible PTO.
- Home-office equipment, health and wellness, intra-office travel, and coffee stipends.
- United States employees receive medical, dental, and vision coverage, One Medical membership, 401(k) with employer match, fertility HRA, parental leave, pet insurance, in-office perks, and relocation coverage to NYC or SF.
- Canada employees receive group medical, dental, and vision coverage, retirement-plan matching, parental leave, fertility drug coverage, disability coverage, and employee assistance services.
- United Kingdom employees receive private medical insurance, virtual GP and at-home care, workplace pension, and parental leave.
Skills
AI Tools, Claude, Notion Ai, Glass, Zendesk, Slack, APIs, Bank Integrations, Accounting Software, NetSuite, Quickbooks, Sage, Ach, Wire Transfers, Card Networks
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