Associate Manager (Premier Support)

Location: Hybrid, based in the United States; relocation support to New York City or San Francisco is available as needed. Weekend on-call rotation and occasional holiday coverage are required.

Salary: $100,000–$132,000 annually, depending on location and hiring level. For candidates in New York City or San Francisco: $108,000–$132,000; all other locations: $100,000–$125,000. Equity is offered.

Company

Ramp builds financial infrastructure software for corporate cards, bill payments, reimbursements, accounting integrations, travel, and spend management.

What you will do

• Lead and develop a team of senior Premier Support specialists through regular coaching, feedback, and development planning.
• Own team performance, quality, responsiveness, SLA delivery, capacity planning, coverage, and on-call operations.
• Drive strategic-account escalations to resolution and coordinate clean handoffs to Product and Engineering.
• Partner with Account Management on account health, customer risks, and shared enterprise relationships.
• Use quality, SLA, escalation, and volume data to identify root causes and improve performance.
• Build playbooks, documentation, operating processes, and AI-powered workflows while leading the team through change.

Requirements

• At least 2 years of direct people-management experience, including performance accountability, development, and difficult conversations.
• At least 4 years in customer-facing support, technical account management, or customer success with enterprise or complex B2B accounts.
• Experience leading teams through significant change and operating effectively in ambiguity.
• Strong analytical, written, verbal, executive, and customer-escalation communication skills.
• Experience using AI tools to improve support or account workflows and building practical automations or reporting systems.
• Availability for weekend on-call rotation, occasional holiday coverage, and work outside standard hours when account needs require it.

Nice to have

• Experience managing named B2B accounts or leading a team that supports them.
• Experience building an early-stage team or function and scaling operations.
• Background in FinTech or financial services and familiarity with NetSuite, Workday, or Sage Intacct.
• Technical understanding of APIs, bank integrations, and accounting software.
• Experience with premium, dedicated, or VIP support models.

Culture & Benefits

• Flexible PTO, home-office equipment ordering, health and wellness stipend, and intra-office travel budget.
• Medical, dental, and vision coverage, with additional healthcare and virtual-care benefits varying by location.
• 401(k) with employer match, retirement plans, life and disability coverage, and fertility benefits.
• Paid parental leave of up to 16 weeks for birthing and bonding or 8 weeks for bonding only.
• In-office meals, snacks, drinks, coffee stipend, pet insurance, and One Medical membership.
• Relocation support to New York City or San Francisco is available as needed.