Customer Experience Agent (Evening Shift)

Ramp Business Corporation

Job Overview

Location

New York, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Experience Agent at Ramp, you will be the primary point of contact for thousands of our valued customers, serving as the crucial first line of defense when issues arise. This is a phone-first role, meaning the majority of your day will be dedicated to live interactions, where your ability to swiftly resolve problems, cultivate strong customer trust, and craft memorable experiences will be paramount.
• You will be instrumental in troubleshooting customer challenges by leveraging your deep understanding of Ramp's product, employing sharp investigative skills, and applying critical thinking to diagnose and resolve issues effectively.
• Your mission is to deliver solutions that are not only accurate and efficient but also infused with empathy, especially within our fast-paced, high-volume support environment. This requires a delicate balance of speed and genuine care for our users.
• A key aspect of this role involves taking ownership of customer escalations. You will meticulously track these issues, ensuring they are promptly routed to and addressed by the appropriate internal teams, acting as a proactive advocate for the customer's needs.
• In a rapidly evolving company like Ramp, adaptability is key. You will be expected to quickly master new tools, understand upcoming product releases, and integrate seamlessly with evolving workflows, including those enhanced by AI.
• You will be challenged to meet and consistently exceed key performance indicators (KPIs) that are vital to our success. These include Customer Satisfaction (CSAT) scores, Quality Assurance (QA) evaluations, and critical speed-of-service metrics, all of which reflect the quality of support we provide.
• Beyond direct customer interaction, you will actively contribute to the collective knowledge of the Customer Experience team. This involves updating internal documentation, diligently surfacing valuable product feedback from customer interactions, and sharing insightful observations that will help Ramp continuously improve its offerings and scale its operations.
• Ramp is at the forefront of financial operations, leveraging AI to redefine how modern finance teams operate. As a Customer Experience Agent, you will be an integral part of this innovative ecosystem, directly impacting how businesses experience and utilize our cutting-edge platform.
• The ideal candidate possesses a startup mentality combined with a strong sense of accountability. You should be someone who moves with agility, embraces change readily, and takes immense pride in achieving measurable results. Your contributions will directly influence customer loyalty and the overall success of Ramp.
• This role is perfect for individuals who thrive in dynamic, high-energy settings, are passionate about delivering exceptional customer experiences, and aspire to work with some of the most rapidly growing companies in the United States. You will be joining a team comprised of talented leaders from top financial services, fintech, and technology companies, contributing to a culture of innovation and excellence.
• You will be the voice of Ramp, embodying our commitment to customer success and operational excellence. Your daily interactions will shape perceptions and build lasting relationships with our diverse customer base, ranging from small businesses to large enterprises.
• By actively participating in problem-solving and providing constructive feedback, you will play a direct role in the continuous improvement of Ramp's products and services, ensuring we remain at the cutting edge of the industry.
• This position offers a unique opportunity to grow your career in a supportive and challenging environment, where your dedication and performance will be recognized and rewarded. You will gain invaluable experience in a high-growth fintech company, working with a team that is passionate about innovation and customer satisfaction.
• You will be empowered to take initiative, think creatively, and contribute to a culture that values proactive problem-solving and a relentless pursuit of customer delight. Your ability to navigate complex situations with grace and efficiency will be a hallmark of your success.
• The evening shift nature of this role is designed to ensure continuous support for our customers across different time zones, reflecting Ramp's commitment to global accessibility and responsiveness. This requires a dedicated individual who can maintain high performance during these hours.
• You will be a key player in maintaining and enhancing Ramp's reputation for outstanding customer service, directly contributing to our mission of empowering businesses with intelligent financial tools.
• Your role extends beyond just resolving tickets; it's about understanding the customer's business context and providing solutions that truly add value, fostering long-term partnerships and driving customer retention.
• You will be an ambassador for Ramp, representing our brand values and commitment to innovation in every customer interaction, ensuring a consistent and positive experience.
• This position demands a high degree of autonomy and self-management, as you will be responsible for prioritizing your workload and managing your time effectively to meet service level agreements and customer expectations.
• You will be part of a team that is constantly learning and evolving, embracing new technologies and methodologies to stay ahead of the curve in the competitive fintech landscape.
• Your ability to communicate complex technical or financial information in a clear, concise, and understandable manner will be crucial for customer satisfaction and issue resolution.
• Ultimately, your success will be measured by your ability to not only solve immediate customer problems but also to anticipate future needs and contribute to proactive solutions that enhance the overall customer journey.

🎯 Requirements

• Proven comfort and confidence in using the phone as the primary channel for customer support, demonstrating excellent verbal communication skills.
• Demonstrated ability to work effectively during evening shifts, weekends, and potentially some holidays, ensuring consistent customer coverage.
• A strong customer-centric mindset, characterized by empathy, patience, and the ability to remain calm and effective under pressure.
• Excellent written and verbal communication skills, with the ability to articulate information clearly and concisely to a diverse customer base.
• A demonstrated capacity to quickly learn and master new software platforms, specifically Ramp’s financial operations suite, and apply product knowledge to solve customer issues.
• Strong analytical and problem-solving skills, with a methodical approach to diagnosing issues and developing effective solutions.
• Persistence and a proactive attitude in driving customer issues to resolution, including effective collaboration with internal teams.
• High degree of reliability, professionalism, and accountability in live customer support environments.
• Comfort and proven ability to work towards and achieve performance metrics in a results-driven role, such as CSAT, QA, and response times.

🏖️ Benefits

• Comprehensive health coverage: 100% medical, dental, and vision insurance for the employee, with partial coverage for dependents.
• Enhanced financial well-being: 401k plan with employer matching contributions.
• Work-life balance: Flexible Paid Time Off (PTO) policy to support personal needs and rejuvenation.
• Family support: Fertility HRA offering up to $10,000 annually and generous Parental Leave.
• Cutting-edge tools: Unlimited AI token usage for enhanced productivity and innovation.
• Additional perks: Pet insurance, a stipend for health and wellness activities, and centralized home-office equipment ordering.
• In-office amenities: Enjoy provided lunch, snacks, and drinks when working from the office.
• Professional development: Budget allocated for intra-office travel to foster collaboration and learning.
• Relocation assistance: Support available for relocation to New York City or San Francisco, if applicable.

Skills & Technologies

Express

Onsite

$48k-70k

Degree Required

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Ramp Business Corporation

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About Ramp Business Corporation

Ramp Business Corporation provides corporate finance automation software that combines corporate cards, expense management, bill payments, accounting integrations and procurement controls into one platform. The company issues physical and virtual cards, captures receipts via OCR, enforces spend policies, and offers real-time analytics to reduce costs. Founded in 2019 and headquartered in New York City, it serves businesses from startups to large enterprises, focusing on replacing legacy expense systems with automated workflows. Ramp earns interchange revenue from card transactions and subscription fees from its software suite.

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