Associate Manager | Customer Experience

Ramp is a company focused on building smart financial infrastructure for businesses. They are seeking an Associate Manager to lead their Customer Experience team, ensuring high standards of performance and culture while utilizing AI tools and data analysis to drive improvements.

Responsibilities:

• Develop and coach your team. Run 1:1s, deliver feedback that drives real improvement, and hold agents accountable while helping them grow. Know your people well enough to make coaching specific and actionable
• Drive performance and consistency. Keep the team focused on the metrics that matter — CSAT, QA, SLA, productivity — by reinforcing playbooks and addressing gaps quickly before they compound
• Own quality assurance. Grade cases, run QA sessions, and identify the knowledge or behavior gaps that are actually moving the needle on performance
• Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion new AI-powered workflows, give feedback on what's working, help your team get up to speed, and be instrumental in shaping how these tools evolve. Comfort with new technology isn't optional — we are all builders at Ramp
• Use data to drive decisions. Review performance trends and customer feedback to translate insights into coaching actions and process changes — not just reports
• Lead your team through change. Ensure adoption of new tools, workflows, and processes with clarity and steady leadership. Your team looks to you to make change feel manageable
• Collaborate cross-functionally. Partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the agent and customer experience
• Stay connected to the work. Handle escalations and occasionally take calls and tickets to stay close to frontline realities

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 — you can explain a complex issue clearly at any level
• Comfort leading teams through fast-paced change and adopting new tools, including AI
• Experience using AI tools to improve support workflows — research, drafting, process automation
• Ability to juggle competing priorities without dropping things
• You've built something — an AI-powered workflow, a custom tool, an automation that your team actually uses. Not 'I used AI to analyze data' but 'I identified a gap, figured out how to close it, and shipped it.'
• You've partnered with a product or engineering team to bring a CX tool to life, and you can speak to the tradeoffs you made along the way
• Background in FinTech or financial services
• Experience in a high-growth or startup environment where the product changed faster than the playbook
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code