Customer Experience Lead

5 days ago

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

Ramp is a leading financial technology company that provides a comprehensive platform for modern finance teams. Our all-in-one solution combines corporate cards with expense management, bill payments, vendor management, accounting automation, and more. Our mission is to help businesses thrive by saving them time and money, and freeing up finance teams to focus on high-priority tasks.

Our platform has been adopted by over 25,000 businesses, which have collectively saved an average of 5% and closed their books 8x faster. Founded in 2019, Ramp has grown rapidly and now powers the fastest-growing corporate card and bill payment platform in America, enabling tens of billions of dollars in purchases each year.

Ramp has received significant investment from top-tier venture capital firms, including Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital. Our team comprises talented professionals from leading financial services and fintech companies, as well as technology companies like Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.

About the Role

Ramp is seeking a dedicated Customer Experience Lead to support our customers and team as we continue to 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.

As a Customer Experience Lead, you will play a crucial role in developing your team to perform at their best. 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.

You will leverage data and tools to 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.

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
Nice-to-Haves
  • Experience in a FinTech startup environment

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