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Customer Experience Lead

2 months ago

Doral, Florida, United States RAMP Full time
About Ramp

Ramp is the ultimate platform for modern finance teams, combining corporate cards with expense management, bill payments, vendor management, accounting automation, and more. Our mission is to help build healthier businesses, and it's working: over 25,000 businesses on Ramp save an average 5% and close their books 8x faster.

Role Overview

We're 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.

Key Responsibilities
  • 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.
Requirements
  • Minimum 3 years of experience in a technical support role.
  • Minimum 2 years 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.
What We Offer
  • Annual salary/OTE range for the target level for this role is $89,250-$105,000 + target equity + benefits (including medical, dental, vision, and 401(k)).
  • 100% medical, dental & vision insurance coverage for you and 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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.