Ramp07.05.2026
Customer Experience Associate - London
Полная занятостьУдалёнка
Обязанности
- 01Be the voice of Ramp's Customer Support. You'll spend your day engaging with customers, primarily via live calls, email, and chat.
- 02Diagnose across a broad product surface. Ramp isn't one product — it's payments, cards, travel, accounting integrations, and more. You'll need to understand how they connect and where they break.
- 03Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries — risk, engineering, product, partnerships — you route it correctly, follow up, and make sure the customer isn't left waiting. You'll work across Zendesk, internal tooling, and Slack-based escalation workflows.
- 04Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve. You're not just a user — you're a builder. We are all builders at Ramp.
- 05Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better.
- 06Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.
Требования
- 01You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
- 02You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done. This is a hard requirement.
- 03You're fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.
- 04You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.
- 05You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.
- 06You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.
- 07You're comfortable on the phone. Many interactions start there.
- 08You have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.