Customer Experience Agent (Evening Shift) at Ramp in Remote

Summary: Ramp is building the smart infrastructure for finance teams and is hiring Customer Experience Agents to serve as the voice of Ramp for thousands of customers. This role involves troubleshooting customer issues primarily over the phone and driving resolutions while maintaining a high standard of customer service. Responsibilities: - Serve as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chat - Troubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinking - Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment - Take ownership of escalations, ensuring tickets move forward through the appropriate internal teams - Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows - Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics - Contribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scale Required Qualifications: - Comfort and confidence on the phone as your primary support channel - Ability to work evenings, weekends, and some holidays - Strong customer focus with empathy under pressure - Excellent verbal and written communication - Ability to quickly learn Ramp's platform and apply product knowledge - Strong analytical and problem-solving skills - Persistence in driving issues to resolution with internal teams - High reliability and professionalism in live support environments - Comfort working toward performance metrics in a results-driven role Preferred Qualifications: - Familiarity with AI-powered tools or workflow automation in customer support - Comfort working in a high-growth or startup environment where processes evolve quickly - Experience with Zendesk or other customer support platforms Important Skills: Analytical skills, AI-powered tools familiarity Nice-to-Have Skills: Persistence, Startup environment experience, Zendesk familiarity, High reliability Benefits: 100% medical, dental & vision insurance coverage for you, 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 $10,000 per year), Parental Leave, Unlimited AI token usage, Pet insurance, Centralized home-office equipment ordering for all employees, Health and Wellness stipend, In-office perks: lunch, snacks, drinks, and more, Budget for intra-office travel, Relocation support to NYC or SF (as needed)