Associate Manager | Customer Experience

Ramp is building smart infrastructure for finance teams and is seeking an Associate Manager to lead their Customer Experience team. This role involves managing live phone support, developing team members, and ensuring high standards of performance and culture in a fast-paced environment.

Responsibilities:

• Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
• Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
• Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
• Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
• Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
• Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
• Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving
• Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
• Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

Requirements:

• Ability to work evenings, weekends, and some holidays
• 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
• Proven ability to deliver tailored coaching that drives individual and team growth
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input
• Comfort leading teams through fast-paced change and adopting new tools, including AI
• 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