Customer Support Specialist

2 weeks ago

New York, New York, United States RAMP Full time
About Ramp

Ramp is a leading platform for contemporary finance teams. By integrating corporate cards with expense management, bill payments, vendor oversight, accounting automation, and more, Ramp's comprehensive solution is crafted to save organizations time and resources, empowering finance teams to excel in their roles. Our mission is to foster healthier businesses, and it's proving effective: over 25,000 companies utilize Ramp to save an average of 5% and finalize their financial records 8 times faster.

Founded in 2019, Ramp drives the fastest-growing corporate card and bill payment platform in the United States, facilitating tens of billions of dollars in transactions annually.

Ramp's investors include notable firms such as Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, along with over 100 angel investors who have held leadership roles in prominent companies. The Ramp team consists of skilled professionals from top financial services and fintech firms—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology giants like Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was recognized as Fast Company's #1 Most Innovative Company in North America, LinkedIn's #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company.

About the Role

Ramp is seeking to recruit phone-based customer support representatives to assist our clientele as we expand. We are in search of agents who possess a remarkable customer-centric approach and a genuine enthusiasm for assisting others, who are eager to learn all aspects of our product, and who can communicate effectively with both customers and our internal teams.

As a vital member of our exceptional customer experience team, you will engage closely with some of the fastest-growing companies globally as their primary point of contact and support. You will collaborate with our account management, product, and engineering teams to address customer inquiries, manage product requests and issues, and provide insights on how we can enhance our offerings. You will serve as the first line of support for our customers and represent their voice within the organization.

What You'll Do
  • Engage directly with some of the fastest-growing companies in the U.S.
  • Assist Ramp in scaling effectively by managing support requests via phone, email, and chat.
  • Help maintain an industry-leading satisfaction rate among our customers.
  • Contribute to the feedback loop for product improvement, offering insights for the entire team.
  • Master the Ramp Platform to maximize your effectiveness with our customers.
  • Employ critical thinking skills to diagnose complex issues, utilizing tools or engineering support for resolution.
  • Collaborate with the support lead on documentation, escalations, product updates, and communication with other teams and third parties to assist our customers.
  • Demonstrate the ability to grow, develop, and learn in a dynamic, startup environment.
What You Need
  • Availability to work on weekends.
  • Capability to provide customer support primarily over the phone, with occasional email and live chat support.
  • Exceptional verbal and written communication skills.
  • Experience in collaborating closely with teams outside of support.
  • Strong background in customer support via phone and email.
  • Investigative and analytical thinking abilities.
  • A desire for ownership and growth in your role over time.
  • Flexibility to work evenings and weekends as required.
Nice to Haves
  • Experience using Zendesk tools.
Compensation
  • The expected annual compensation range for this role in NYC is $46,750-$55,000, plus target equity and benefits (including medical, dental, vision, and 401(k). This position will be compensated hourly with a minimum hourly expectation.
Benefits (for U.S.-based full-time employees)
  • Comprehensive medical, dental, and vision insurance coverage for you
    • Partially covered for your dependents.
    • One Medical annual membership.
  • 401k plan (including employer match on contributions made while employed by Ramp).
  • Flexible paid time off.
  • Fertility health reimbursement account (up to $5,000 per year).
  • Work-from-home stipend to support your home office needs.
  • Wellness stipend.
  • Parental leave.
  • Relocation assistance for New York.
  • Pet insurance.
Other Notices

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

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