Customer Experience Associate (AI)

Location: Hybrid or remote within the United States, with offices in New York, Denver, Miami, and San Francisco. The schedule is 40 hours per week, with shifts spanning 7:00 AM–11:00 PM ET, likely including one weekend day and 2–3 company holidays per year.

Salary: $60,000–$70,000 annually. NYC and San Francisco: $65,000–$70,000; all other locations: $60,000–$65,000. The role is paid hourly with a minimum hourly expectation.

Company

Ramp builds fintech software for payments, corporate cards, reimbursements, accounting integrations, travel, and financial operations.

What you will do

• Support customers through live calls, email, and chat.
• Diagnose issues across payments, bank linking, accounting syncs, card programs, and travel.
• Manage escalations end to end across Risk, Engineering, Product, Partnerships, Zendesk, internal tools, and Slack workflows.
• Use AI-powered research and workflow tools, including Glass, and provide feedback to improve them.
• Build automations, improve processes, and maintain accurate SOPs and knowledge-base content.
• Explain complex payment and reconciliation issues clearly to financially sophisticated customers.

Requirements

• Demonstrated experience using AI tools such as Claude, Notion AI, research tools, and workflow tools to complete real work.
• Systems-thinking approach with strong ownership of customer issues and competing priorities.
• Ability to discuss APIs, bank integrations, and accounting software in technical conversations without necessarily writing code.
• Clear, concise communication and comfort handling customer interactions by phone.
• Demonstrated performance against CSAT, QA, and speed-of-service metrics.
• Availability for assigned 40-hour shifts spanning 7:00 AM–11:00 PM ET, including likely weekend coverage and rotating holidays.

Nice to have

• Experience building AI-powered workflows or automations.
• Knowledge of AP/AR, general ledger, reconciliation, or ERP integrations such as NetSuite, QuickBooks, or Sage.
• Experience with ACH, wire transfers, or card networks.
• Experience in a fast-moving product organization.

Culture & Benefits

• Direct collaboration with Product, Engineering, and go-to-market teams.
• Access to proprietary AI tools and unlimited AI tokens.
• Flexible PTO, home-office equipment, wellness and coffee stipends, and intra-office travel support.
• Medical, dental, and vision coverage, 401(k) with employer match, parental leave, fertility benefits, and pet insurance.
• In-office meals, snacks, drinks, team events, and in-person offsites.
• Relocation expense coverage to NYC or San Francisco when needed.