Lead, Customer Experience

About RampRamp is a financial operations platform designed to save businesses time and money. Combining corporate cards with expense management, bill payments, vendor management, accounting automation, and more, Ramp's all-in-one solution frees finance teams to do the best work of their lives. More than 25,000 companies, from family-owned farms to e-commerce giants to space startups, have saved $1B and 10M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over 35 billion dollars in purchases each year.Ramp's investors include Sequoia, Founders Fund, Thrive Capital, Khosla Ventures, Greylock, Stripe, Goldman Sachs, Coatue, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies-Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One-as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.Ramp has been named to Fast Company's Most Innovative Companies list and LinkedIn's Top U.S. Startups for over 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine's 100 Most Influential Companies.About the RoleRamp is seeking a dedicated Customer Experience Lead to support our customers and team as we scale. This role is perfect for someone with a strong customer focus, a passion for helping people, and a drive to learn and improve our product. You will play a crucial role in developing your team to perform at their this role, you will manage a team of agents, enhancing their performance through regular coaching, and feedback while building a positive team culture. You will contribute to workforce management processes to ensure optimal coverage and meet SLA targets. Leveraging data and tools, you will provide valuable insights to our product teams, helping to refine processes and improve the customer experience. Your efforts will ensure that customer feedback and needs are integral to our ongoing operations and product development.What You'll DoFoster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activitiesMonitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectivenessManage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goalsIdentify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations as Ramp growsManage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation to bridge knowledge gapsCollaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiencyWhat You NeedMinimum 3 years of experience in a technical support roleMinimum 2 year of experience in a leadership roleDesire for ownership and growth in role over timeExcellent verbal and written communication skillsAbility to juggle multiple tasks through effective time management and prioritizationAbility to fearlessly navigate giving and receiving feedback to managers and peersNice-to-HavesExperience in a FinTech startup environmentFor candidates located in NYC or SF, the pay range for this role is $96,000 - $132,000. For candidates located in all other locations, the pay range for this role is $88,000 - $121,000.Benefits (for U.S.-based full-time employees)100% medical, dental & vision insurance coverage for youPartially covered for your dependentsOne Medical annual membership401k (including employer match on contributions made while employed by Ramp)Flexible PTOFertility HRA (up to $5,000 per year)WFH stipend to support your home office needsWellness stipendParental LeaveRelocation support to NYC or SFPet insuranceOther noticesPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Created: 2025-02-15