Back
Associate Manager | Customer Experience
Full-time
About Ramp
At Ramp, we're rethinking how modern finance teams function in the age of AI. We believe AI isn't just the next big wave. It's the new foundation for how business gets done. Ramp is a financial operations platform designed to save companies time and money. More than 50,000 businesses 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.
About The Role
Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. 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.
This is a role for leaders who combine operational discipline with creativity. You'll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement.
What You'll Do
Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow
Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity)
Lead quality assurance for your team — own case grading, run QA sessions
Leverage data analysis to drive improvements
Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes
Collaborate cross-functionally — partner with CX Ops, Product, and Engineering
Stay connected to the work — handle escalations and occasionally take calls and tickets
What You Need
Minimum 2 years of experience in a leadership role
Minimum 3 years of experience in a customer-facing technical support role
Excellent written and verbal communication
Comfort leading teams through fast-paced change and adopting new tools, including AI
Nice-to-Haves
Experience working in a high-growth or startup environment
Exposure to FinTech or financial services
Comfort experimenting with AI-powered tools or automation in customer support
