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Ramp · 5 months ago

Associate Manager | Customer Experience

New York, NY (HQ)

Full-time

Onsite

Mid, Senior Level

$96K/yr - $132K/yr

5+ years exp

Ramp is a financial operations platform that is redefining modern finance for businesses. They are seeking an Associate Manager to lead their Customer Experience team, focusing on live phone support and ensuring high standards across all customer interaction channels. The role involves developing team members, driving performance metrics, and fostering a collaborative culture while adapting to changes in processes and tools.

FinanceFinancial ServicesFinTech

Responsibilities

Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results

Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly

Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance

Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements

Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work

Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership

Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving

Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience

Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities

Qualification

Customer support experienceData analysisLeadership experienceCoaching skillsTime managementFeedback skillsExperience in FinTechAI tools familiarityCommunication skillsAdaptabilityCollaborationMotivational skills