Integrations Expert | Customer Experience

About the role

Ramp is looking for an Integrations Expert to join our Customer Experience team, specializing in ERP and HRIS integrations. This role combines advanced technical troubleshooting, customer-facing support, and internal systems improvement.

What You’ll Do

• Support Excellence: Serve as the expert point of contact for ERP/HRIS integration escalations via chat, email, and live Zoom support.
• Advanced Troubleshooting: Resolve 85–95% of escalated sync/configuration issues without engineering intervention.
• Systems Leadership: Scope platform gaps, propose architectural fixes, and advocate for system-level improvements in collaboration with Product, Engineering, and Implementation teams.
• Documentation Ownership: Lead documentation for edge cases and systemic issues—updating playbooks, error indexes, and Guru cards.
• Enablement & Mentorship: Run enablement sessions and mentor IC5 Integration Specialists across ERP workflows and tools.
• Roadmap Input: Identify recurring customer friction and platform constraints, contributing to product discovery and tool prioritization.

What You Need

• 4+ years of experience supporting ERP/HRIS integrations or working in B2B SaaS customer support/solutions roles.
• Proven success resolving complex sync/config issues in at least one of the following ERPs: NetSuite, Sage Intacct, QuickBooks (Online/Desktop), or Xero.
• Proven ability to use customer insights and support data to influence product improvements.
• Strong judgment under ambiguity with the ability to make decisions on the fly and coach others.
• Comfortable with configuration consoles, admin panels, and cross-system troubleshooting.
• Excellent written and verbal communication—able to explain system behavior to both technical and non-technical audiences.
• Comfort with using support tooling (Zendesk, Salesforce, or equivalent) and working cross-functionally with Product, Sales, and Engineering teams.
• Basic familiarity with APIs, file formats (e.g., CSV, JSON), and accounting software integrations.
• Curiosity, adaptability, and a customer-first mindset.
• Willingness to lead customer-facing calls and drive action in cross-functional settings.

Nice to Haves

• Experience using Zendesk (macros, triggers, custom objects).
• Familiarity with SQL or interpreting JSON/API payloads.
• Background in FinTech, accounting, or HR software environments.
• Prior enablement or technical training experience.

Success Looks Like

• Autonomously leads and resolves high-sensitivity ERP/HRIS escalations.
• Trains and mentors peers through enablement sessions or doc ownership.
• Shapes Ramp’s integration experience through platform insights and feedback loops.
• Recognized as a system expert across 1–2 ERP platforms internally.

Benefits

• Full-time Ramp Employees (Global)
• Flexible PTO
• Unlimited AI token usage
• Centralized home-office equipment ordering
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• United States: 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
• One Medical annual membership
• Fertility HRA (up to $10,000 per year)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
• Pet insurance
• In-office perks: lunch, snacks, drinks, and more
• Relocation support to NYC or SF (as needed)
• Canada: Group medical, dental, and vision coverage through Sun Life
• Life, AD&D, and disability coverage
• Fertility drug coverage (up to $4,000 lifetime)
• Group Retirement Plan with employer match (RRSP + DPSP)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay