Ramp•5 days ago
Customer Experience Associate (Evening Shift)
Recruiter Fit Breakdown & Candid Summary
1
Ramp is seeking an evening-shift Customer Experience Associate to manage high-stakes customer support and complex technical troubleshooting.
2
This role suits proactive systems thinkers who actively leverage AI tools and can communicate clearly with financially sophisticated clients.
3
Candidates who prefer scripted, repetitive tasks or struggle with cross-functional escalations should not apply.
4
The position demands a high-agency builder mindset capable of balancing speed, accuracy, and autonomy.
Role Responsibilities
- 1Engage with customers primarily via live calls, email, and chat to resolve complex financial product issues.
- 2Diagnose problems across a broad product surface including payments, cards, travel, and accounting integrations.
- 3Manage escalations end-to-end and coordinate across Engineering, Risk, Product, and Partnerships teams.
- 4Utilize and build upon AI-powered tools and proprietary software like Glass to streamline CX operations.
- 5Identify process gaps, update documentation, and ship system improvements autonomously.
- 6Communicate technical reconciliation and payment issues with precision and empathy to finance leaders.
Skills Matrix
Must-Have Skills
Customer Support(customer experience)
AI Tools(artificial intelligence tools)
Technical Troubleshooting(debugging)
API Knowledge(APIs)
Written and Verbal Communication
Nice-to-Have Skills
No optional skills specified for this role.
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