Customer Experience Agent

About Ramp

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. The company automates how over $100B in annualized spend flows in and out of 50,000+ companies through payment authorization, risk flagging, spend categorization, and financial close processes. Ramp's median customer saves 5% on costs and grows revenue 16% in their first year.

Ramp hires builders with high agency and urgency who own problems end-to-end and make consequential decisions. The company values what you've built over where you trained, fostering a culture where everyone shapes outcomes directly.

About the Role

As a Customer Experience Agent at Ramp, you will be the critical link between customers and resolution. This is not script-based support—you'll triage, investigate, and make high-signal judgment calls daily. Ramp's software moves real money through bill payments, corporate cards, reimbursements, accounting integrations, and travel solutions. Your customers rely on these systems to keep operations running: invoices must be paid, books must close, and finance leaders must trust their data.

You will learn Ramp's complex product deeply enough to troubleshoot across payments, bank linking, accounting syncs, and card programs. You'll partner with Engineering, Risk, Product, and Partnerships teams to drive issues to clear resolution.

What You'll Do

• Be the voice of customer support. Spend your day engaging with customers via live calls, email, and chat, providing expert guidance and swift resolution.
• Diagnose across a broad product surface. Understand how payments, cards, travel, and accounting integrations connect and identify where they break. Troubleshoot complex issues spanning multiple systems.
• Operate with an ownership mindset. Take full accountability for every ticket you handle. When issues cross team boundaries, route them correctly, follow up consistently, and ensure customers aren't left waiting. Work across Zendesk, internal tooling, and Slack-based escalation workflows.
• Work with AI tools daily. Use AI-powered research tools, provide feedback on effectiveness, and be instrumental in shaping how these tools evolve. Comfort with emerging technology is essential.
• Improve systems, not just tickets. When you identify process gaps, missing SOPs, or outdated knowledge base articles, you drive improvements that benefit the entire organization and prevent future customer friction.

This role demands someone who combines technical curiosity with genuine customer empathy—someone who sees a frustrated customer and hears an opportunity to build something better.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.