Ramp

Customer Experience Agent – Evening Shift

Ramp

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $48,000 - $70,000 per year

About the role

  • Serve as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chat
  • Troubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinking
  • Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment
  • Take ownership of escalations, ensuring tickets move forward through the appropriate internal teams
  • Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows
  • Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics
  • Contribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scale

Requirements

  • Comfort and confidence on the phone as your primary support channel
  • Ability to work evenings, weekends, and some holidays
  • Strong customer focus with empathy under pressure
  • Excellent verbal and written communication
  • Ability to quickly learn Ramp’s platform and apply product knowledge
  • Strong analytical and problem-solving skills
  • Persistence in driving issues to resolution with internal teams
  • High reliability and professionalism in live support environments
  • Comfort working toward performance metrics in a results-driven role
  • Nice to Haves
  • Familiarity with AI-powered tools or workflow automation in customer support
  • Comfort working in a high-growth or startup environment where processes evolve quickly
  • Experience with Zendesk or other customer support platforms
Benefits
  • 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 $10,000 per year)
  • Parental Leave
  • Unlimited AI token usage
  • Pet insurance
  • Centralized home-office equipment ordering for all employees
  • Health and Wellness stipend
  • In-office perks: lunch, snacks, drinks, and more
  • Budget for intra-office travel
  • Relocation support to NYC or SF (as needed)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinganalytical skillsproblem-solvingproduct knowledgeperformance metricscustomer supportworkflow automationAI-powered toolsdocumentationescalation management
Soft Skills
customer focusempathycommunicationadaptabilityownershippersistenceprofessionalismreliabilitycritical thinkingteam collaboration