Customer Experience Associate (AI)

Location: London, UK; hybrid. Candidates must have the right to work in the United Kingdom. The role supports UK-based overnight coverage with shifts between 6:30 AM and 3:30 PM BST, including a weekend day and 2–3 rotating company holidays per year.

Salary: £39,000–£43,000 per year for candidates located in the UK. The role is paid hourly with a minimum hourly expectation, and final compensation depends on location and hiring level.

Company

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

What you will do

• Support customers primarily through live calls, email, and chat.
• Diagnose issues across payments, card programs, bank linking, travel, and accounting integrations.
• Own customer escalations end to end, coordinating with Engineering, Risk, Product, and Partnerships.
• Use AI-powered research and workflow tools, including Ramp’s proprietary Glass platform, and help improve them.
• Build automations, update processes and knowledge-base content, and close operational gaps.
• Explain complex payment and reconciliation issues clearly to financially sophisticated customers.

Requirements

• Systems-thinking approach with strong customer focus and ownership of complex issues.
• Demonstrated experience actively using AI tools such as Claude, Notion AI, research tools, and workflow tools to complete real work.
• Ability to discuss APIs, bank integrations, accounting software, and connected systems without necessarily writing code.
• Strong prioritization, written communication, phone communication, judgment, accuracy, and empathy.
• Track record of exceeding CSAT, QA, and speed-of-service performance standards.
• Right to work in the United Kingdom is required.

Nice to have

• Experience building AI-powered workflows or automations.
• Familiarity with AP/AR, general ledger, reconciliation, or ERP integrations such as NetSuite, QuickBooks, or Sage.
• Background in payments infrastructure, including ACH, wire transfers, or card networks.
• Experience in a fast-moving product environment where Customer Experience supports rapid product delivery.

Culture & Benefits

• Direct collaboration with Product, Engineering, and go-to-market teams.
• Unlimited access to AI tools and proprietary CX tooling.
• Flexible paid time off, home-office equipment ordering, and health and wellness support.
• Team events, in-person offsites, office perks, and career growth opportunities.
• UK benefits include private medical insurance, virtual healthcare, workplace pension, parental leave, and additional employee support programs.