Customer Experience Lead

Ramp 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 best.

In 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 Do

• Foster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activities
• Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness
• Manage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goals
• Identify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations as Ramp grows
• Manage 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 gaps
• Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency

What You Need

• Minimum 3 years of experience in a technical support role
• Minimum 2 year of experience in a leadership role
• Desire for ownership and growth in role over time
• Excellent verbal and written communication skills
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to fearlessly navigate giving and receiving feedback to managers and peers

Nice-to-Haves

• Experience in a FinTech startup environment

Benefits (for U.S.-based full-time employees)

• 100% medical, dental & vision insurance coverage for you
  • Partially covered for your dependents
  • One Medical annual membership
• 401k (including employer match on contributions made while employed by Ramp)
• Flexible PTO
• Fertility HRA (up to $5,000 per year)
• WFH stipend to support your home office needs
• Wellness stipend
• Parental Leave
• Relocation support for NY
• Pet insurance