Manager, Customer Experience
Ramp
About Ramp
Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 30,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $2B and 20M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $55 billion in purchases each year.
Ramp’s investors include Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.
Ramp has been named to Fast Company’s Most Innovative Companies list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies.
About the Role
Ramp is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. We seek an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within a fast-paced environment, and embodies an unwavering commitment to exceptional customer care.
As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You’ll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.
What You'll Do
Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs
Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product
Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises
Manage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queries
Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements
What You Need
Minimum 5 years managing and developing a team to hit key metrics
Excellent verbal and written communication skills
Experience collaborating closely with teams outside of support to help scale
Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements
Strong investigative and critical thinking skills
Desire for ownership and growth in role over time
Ability to work evenings and weekends as needed
Nice-to-Haves
Experience working with Zendesk tooling
Experience working in FinTech
Experience working with third parties and managing partnerships
Benefits (for U.S.-based full-time employees)
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100% medical, dental & vision insurance coverage for you
Partially covered for your dependents
One Medical annual membership
401k (including employer match on contributions made while employed by Ramp)
Flexible PTO
Fertility HRA (up to $5,000 per year)
WFH stipend to support your home office needs
Wellness stipend
Parental Leave
Relocation support to NYC or SF
Pet insurance
Other notices
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
