Lead, Customer Experience

About Ramp

Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 40,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $80 billion in purchases each year.

Ramp’s investors include Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.

Ramp has been named to Fast Company’s Most Innovative Companies list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies.

About the Role

Ramp is seeking a dedicated Customer Experience Lead to support our customers and team as we scale. This role is perfect for someone with a strong customer focus, a passion for helping people, and a drive to learn and improve our product. You will play a crucial role in developing your team to perform at their best.

In this role, you will manage a team of agents, enhancing their performance through regular coaching, and feedback while building a positive team culture. You will contribute to workforce management processes to ensure optimal coverage and meet SLA targets. Leveraging data and tools, you will provide valuable insights to our product teams, helping to refine processes and improve the customer experience. Your efforts will ensure that customer feedback and needs are integral to our ongoing operations and product development.

What You’ll Do

• Foster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activities
• Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness
• Manage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goals
• Identify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations as Ramp grows
• Manage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation to bridge knowledge gaps
• Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency

What You Need

• Minimum 3 years of experience in a technical support role
• Minimum 2 year of experience in a leadership role
• Desire for ownership and growth in role over time
• Excellent verbal and written communication skills
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to fearlessly navigate giving and receiving feedback to managers and peers

Nice-to-Haves

• Experience in a FinTech startup environment

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you
• Partially covered for your dependents
• One Medical annual membership
• 401k (including employer match on contributions made while employed by Ramp)
• Flexible PTO
• Fertility HRA (up to $5,000 per year)
• WFH stipend to support your home office needs
• Wellness stipend
• Parental Leave
• Relocation support to NYC or SF
• Pet insurance

Other notices

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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