Associate Manager of Customer Experience, Ramp

• Ability to work evenings, weekends, and some holidays
• Minimum 2 years of experience in a leadership role
• Minimum 3 years of experience in a customer-facing technical support role
• Excellent written and verbal communication
• Proven ability to deliver tailored coaching that drives individual and team growth
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to confidently navigate giving and receiving feedback to managers and peers
• Comfort leading teams through fast-paced change and adopting new tools, including AI

Desirable

• Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day
• This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email
• As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met
• We’re a fast-moving, high-growth team where change is constant. Associate Managers at Ramp thrive in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. Success in this role requires both intentional execution and adaptability
• This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement
• Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives
• Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results
• Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly
• Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance
• Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements
• Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work
• Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership
• Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience
• Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities