Associate Manager | Customer Experience

Ramp

Actively hiring
Remote (New York City, New York, US) Posted 50 days ago $88,000–$132,000 / year
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At a glance

AI generated

TL;DR

Join Ramp as an Associate Manager in their dynamic CX team, leading a frontline of agents providing live phone support while ensuring consistent standards across chat and email. This role involves developing people through coaching and feedback, driving performance by reinforcing playbooks, and using AI tools to enhance workflows. You will work with data to inform decisions, collaborate cross-functionally with teams like Product and Engineering, and lead your team through rapid changes in a fast-moving environment. Ideal candidates have at least 2 years of leadership experience and 3 years in customer-facing technical support roles, along with comfort using AI tools and adapting to new technologies. Experience in FinTech or high-growth startups is a plus.

Skills

AI Python SQL JavaScript React Node.js Docker Kubernetes AWS CI/CD PostgreSQL Git Jira Confluence Miro Trello

What you'll do

  • Develop and coach team members through regular 1:1s and feedback sessions.
  • Drive performance by focusing on key metrics like CSAT, QA, SLA, and productivity.
  • Own quality assurance by grading cases and running QA sessions to improve standards.
  • Work with AI tools daily to enhance CX operations and provide feedback for improvements.
  • Use data analysis to translate insights into actionable coaching and process changes.

What we're looking for

  • Minimum 2 years of experience in a leadership role
  • Minimum 3 years of experience in customer-facing technical support
  • Proven ability to deliver coaching that drives individual and team growth
  • Strong written and verbal communication skills
  • Comfort leading teams through fast-paced change and adopting new tools, including AI
  • Experience using AI tools to improve support workflows
  • Ability to juggle competing priorities without dropping things

Market check

Salary context

This $88,000–$132,000 range sits above 9% of similar postings on FindRole.

Peer median band

$148,000–$199,500

Median floor and ceiling across peers.

Typical midpoint (25–75%)

$140,362–$215,200

Middle half of comparable postings.

Based on 239 comparable postings.

* 240 is the maximum number of comparable postings sampled.

Employer

About Ramp

Ramp is a corporate spend management platform providing corporate cards, expense management, and accounts payable automation tools to help businesses control spending and operate more efficiently. Industry: Financial Technology & Corporate Spend Management

Ramp currently has 30 open roles on FindRole.

Listed pay typically runs $168,000–$287,450 across 30 roles with salary data.

Most-posted roles

View all roles at Ramp

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