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About the Role

Ramp builds software that moves real money, from bill payments and corporate cards to reimbursements, accounting integrations, and travel. Our customers rely on us to keep their operations running: invoices get paid, books get closed, and finance leaders can trust the data behind every decision. In this role, you will be the person who spots where customers are getting stuck and drives issues to a clear resolution. You will learn a complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs, then partner with teams across Engineering, Risk, Product, and Partnerships to get problems solved. This is not script-based support. You will triage, investigate, and make high-signal judgment calls throughout the day. You will thrive in this role if you are a systems thinker and deeply customer obsessed. Support is the baseline. How you think about improving processes, tools, and outcomes is what sets you apart.

Responsibilities

Be the voice of Ramp's Customer Support, engaging with customers via live calls, email, and chat.
Diagnose issues across a broad product surface, understanding how payments, cards, travel, and accounting integrations connect and where they break.
Operate with an ownership mindset, managing escalations end-to-end and ensuring accountability for every ticket.
Route issues correctly, follow up, and ensure customer satisfaction when problems cross team boundaries (risk, engineering, product, partnerships).
Utilize Zendesk, internal tooling, and Slack-based escalation workflows.
Build and shape AI tools, not just use them, by providing direct feedback on AI-powered research tools and proprietary tools like Glass.
Ship improvements by identifying and fixing process gaps, missing SOPs, or incorrect knowledge base articles.
Leverage AI to solve problems, build automations, and improve systems.
Communicate with precision and empathy, clearly explaining issues and expected outcomes to financially sophisticated customers.
Improve the team and systems through proactive problem-solving and automation.

Requirements

Systems thinker who asks why problems exist and how to prevent them from happening again.
Actively use AI tools (Claude, Notion AI, research and workflow tools) and demonstrate their application to get real work done.
Balance speed, accuracy, and thoroughness in every interaction.
Hold technical conversations about system connections (APIs, bank integrations, accounting software).
Manage competing priorities without dropping tasks.
Write clearly and concisely, able to explain complex issues without jargon.
Comfortable on the phone.
Demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

Skills

AI tools
Customer Support
Problem-solving
Communication
Systems thinking
Technical conversation
Workflow automation

Location

United States
Canada
United Kingdom
NYC
SF

Work Type

Full-time
Onsite (NYC or SF for relocation option)

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

$60,000-$70,000 (NYC or SF)
$60,000-$65,000 (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 expense coverage to NYC or SF (if 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: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency, looking for slope over intercept.
We care less about where you trained and more about what you’ve built.
At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp.
We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

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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