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About the Role

Ramp is hiring an Associate Manager to lead the frontline of our CX team, serving as the voice of Ramp for thousands of customers daily. This phone-first leadership role focuses on live phone support while ensuring consistent standards across chat and email. The leader will set the tone for performance and culture by developing people, reinforcing standards, and meeting high bars for speed, accuracy, and empathy. This role is for leaders who combine operational discipline with creativity, using data analysis, projects, and AI-driven workflows to help their team work smarter and identify improvements.

Responsibilities

Develop and coach your team through 1:1s, feedback, and accountability.
Drive performance and consistency by focusing on key metrics like CSAT, QA, and SLA.
Own quality assurance by grading cases, running QA sessions, and identifying performance gaps.
Work with AI tools daily, adopting and championing new AI-powered workflows and providing feedback.
Use data to drive decisions by reviewing performance trends and customer feedback for actionable insights.
Lead your team through change, ensuring adoption of new tools, workflows, and processes.
Collaborate cross-functionally with CX Ops, Product, and Engineering to surface issues and pilot improvements.
Stay connected to the work by handling escalations and occasionally taking calls and tickets.

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 skills.
Comfort leading teams through fast-paced change and adopting new tools, including AI.
Experience using AI tools to improve support workflows.
Ability to juggle competing priorities without dropping things.

Skills

AI tools
Data analysis
Coaching
Customer support
Leadership
Communication

Location

United States
Canada
United Kingdom
NYC
SF

Work Type

Full-time

Experience Level

Associate Manager
Leadership
Technical Support

Salary/Compensations

$108,000 - $132,000 (NYC or SF)
$100,000 - $125,000 (Other locations)

Benefits

Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents (US)
One Medical annual membership (US)
401(k), including employer match (US)
Fertility HRA (up to $10,000 per year) (US)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance (US)
In-office perks: lunch, snacks, drinks, and more (US)
Relocation support to NYC or SF (as needed)
Group medical, dental, and vision coverage through Sun Life (Canada)
Life, AD&D, and disability coverage (Canada)
Fertility drug coverage (up to $4,000 lifetime) (Canada)
Group Retirement Plan with employer match (RRSP + DPSP) (Canada)
Employee Assistance Program and virtual care through Lumino Health (Canada)
Private medical insurance through Freedom Elite (UK)
Virtual GP and at-home care via eMed x Livi (UK)
Workplace pension through Penfold, with salary sacrifice option (UK)

About the Company

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends.
We automate how over $200B in annualized spend flows in and out of 70,000+ companies.
We hire people with high agency and high urgency, looking for those who own problems end to end and make consequential decisions.
The median Ramp customer saves 5% and grows revenue 16% in their first year.
Ramp is the place to build systems that directly shape how companies move and manage billions.

Equal Opportunity

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.
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