What You’ll Do
- Act as the first point of contact for Ramp customers, primarily via live chat, with additional support through email and phone
- Resolve customer issues using strong product knowledge, critical thinking, and investigative problem-solving skills
- Provide accurate, empathetic, and timely support in a fast-paced, high-volume environment
- Own and manage escalations, ensuring issues are routed and resolved through the appropriate internal teams
- Quickly adapt to new tools, product updates, and evolving processes, including AI-powered workflows
- Consistently meet or exceed performance benchmarks such as CSAT, QA scores, and speed-of-service targets
- Contribute to team success by updating documentation, sharing customer insights, and surfacing product feedback to help Ramp scale and improve
What You Bring
- Confidence and comfort using live chat as your primary customer support channel
- Availability to work evenings, weekends, and select holidays
- A strong customer-first mindset with the ability to remain empathetic under pressure
- Excellent written and verbal communication skills
- Ability to quickly learn and apply Ramp’s platform and product offerings
- Strong analytical thinking and problem-solving abilities
- Persistence in driving issues to resolution while collaborating across internal teams
- High reliability, professionalism, and attention to detail in live support environments
- Comfort working toward performance metrics 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 other customer support platforms