Associate Manager | Customer Experience

About the role

Ramp is hiring an Associate Manager to lead the frontline of our Customer Experience (CX) team. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email.

Responsibilities

• Develop and coach your team. Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow.
• Know your people well enough to make coaching specific and actionable.
• Drive performance and consistency. Keep the team focused on the metrics that matter — CSAT, QA, SLA, productivity — by reinforcing playbooks and addressing gaps quickly before they compound.
• Own quality assurance. Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance.
• Use AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve.
• Comfort with new technology isn't optional — we are all builders at Ramp.
• Use data to drive decisions. Review performance trends and customer feedback to translate insights into coaching actions and process changes — not just reports.
• Lead your team through change. Ensure adoption of new tools, workflows, and processes with clarity and steady leadership. Your team looks to you to make change feel manageable.
• Collaborate cross-functionally. Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience.
• Handle escalations and occasionally take calls and tickets to stay close to frontline realities.

Requirements

• Minimum 2 years of experience in a leadership role
• Minimum 3 years of experience in a customer-facing technical support role
• Ability to work evenings, weekends, and some holidays
• Proven ability to deliver coaching that drives individual and team growth
• Strong written and verbal communication — you can explain a complex issue clearly at any level
• Comfort leading teams through fast-paced change and adopting new tools, including AI
• Experience using AI tools to improve support workflows — research, drafting, process automation

Qualifications

• Comfortable leading teams through fast-paced change and adopting new tools, including AI
• Experience using AI tools to improve support workflows — research, drafting, process automation
• You've built something — an AI-powered workflow, a custom tool, an automation that your team actually uses.
• You've partnered with a product or engineering team to bring a CX tool to life, and you can speak to the tradeoffs you made along the way
• Background in FinTech or financial services
• Experience in a high-growth or startup environment where the product changed faster than the playbook
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.

Skills

• Leadership skills
• Customer service skills
• Data analysis skills
• AI integration skills

Benefits

• Full-time Ramp Employees (Global)
• Flexible PTO
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• United States: $108,000 - $132,000
• Canada: $100,000 - $125,000