Associate Manager – Customer Experience

Ramp

Associate Manager leading frontline Customer Experience agents at Ramp to improve customer support. Fostering a culture of development and accountability while utilizing AI and data-driven approaches.

Posted 7/27/2026full-timeNew York City • California, New York • 🇺🇸 United StatesJuniorMid-Level💰 $100,000 - $125,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
100% medical, dental & vision insurance coverage for you, with partial coverage for dependents
One Medical annual membership
401(k), including employer match on contributions made while employed by Ramp
Fertility HRA (up to $10,000 per year)
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay
Pet insurance
In-office perks: lunch, snacks, drinks, and more
Relocation support to NYC or SF (as needed)