Customer Experience Manager, Ramp

• 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

Desirable

• 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
• 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