Taking applicationsVoice Support·Posted 14h ago
Customer Experience Associate (Evening Shift)
RampVerified company
New York, NY (HQ), United States
Pay
$31.5–$33.5/hr
Job type
Full-time · Hybrid
Hours
US hours
Location
New York, NY (HQ), United States
Open to people in the United States
EnglishMid level
About the role
A customer support role at fintech company Ramp, handling live calls, email, and chat while troubleshooting payments, cards, accounting integrations, and bank linking. It is a non-scripted evening-shift position (6:00 PM–2:30 AM EST) with escalation ownership and heavy use of AI tools.
What you'll do
- Handle customer support via live calls, email, and chat
- Diagnose issues across payments, cards, travel, and accounting integrations
- Manage escalations end-to-end across risk, engineering, product, and partnerships
- Use and give feedback on AI research and CX tools such as Glass
- Fix process gaps, SOPs, and knowledge base articles
- Communicate clearly and empathetically with financially sophisticated customers
- Triage and investigate issues with judgment
- Work in Zendesk, internal tools, and Slack escalation workflows
What you'll need
- Active use of AI tools such as Claude and Notion AI (hard requirement)
- Systems thinker who prevents repeat issues
- Technical conversation about APIs, bank integrations, and accounting software
- Manage competing priorities across teams
- Clear, concise writing
- Comfortable on the phone
- Track record exceeding CSAT, QA, and speed-of-service metrics
- High agency and urgency
Skills
AI toolsSystems thinkingTroubleshootingCustomer supportEscalation managementTechnical communicationPrioritizationZendesk
Benefits
Career growthUnlimited AI tools accessCross-functional exposureTeam eventsIn-person offsites
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