What You’ll Do
- Act as the first point of contact for Ramp customers, primarily handling support via phone, with additional coverage through email and chat
- Diagnose and resolve customer issues using strong product knowledge, critical thinking, and investigative skills
- Provide accurate, empathetic, and timely support in a fast-paced, high-volume environment
- Own customer escalations and partner with internal teams to drive issues through resolution
- Adapt quickly to new tools, product updates, and evolving processes, including AI-powered workflows
- Consistently meet or exceed performance metrics such as CSAT, quality assurance, and response times
- Contribute to team success by improving documentation, sharing customer insights, and surfacing product feedback to help Ramp scale
What You’ll Need
- Confidence and comfort providing live phone support as the primary customer channel
- Availability to work evenings, weekends, and select holidays
- A strong customer-first mindset with the ability to remain empathetic under pressure
- Excellent verbal and written communication skills
- Ability to quickly learn and apply Ramp’s platform and product features
- Strong analytical and problem-solving abilities
- Persistence and ownership in coordinating with internal teams to resolve complex issues
- High reliability, professionalism, and composure in live support environments
- Comfort working toward performance-based goals in a results-driven role
Nice to Have
- Experience with AI-powered tools or workflow automation in customer support
- Comfort working in a high-growth or startup environment with evolving processes
- Familiarity with Zendesk or similar customer support platforms