Manager, Customer Experience
Ramp
Customer Service
New York, USA
Posted on Friday, November 3, 2023
About Ramp
Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 15,000 businesses on Ramp save an average 3.5% more and close their books 8x faster.
Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year.
Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, a CNBC Disruptor, and a TIME100 Most Influential Company.
About The Role
Ramp is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. We seek an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within a fast-paced environment, and embodies an unwavering commitment to exceptional customer care.
As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You’ll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.
Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 15,000 businesses on Ramp save an average 3.5% more and close their books 8x faster.
Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year.
Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, a CNBC Disruptor, and a TIME100 Most Influential Company.
About The Role
Ramp is seeking a dynamic Customer Experience Manager to lead the growth and enhancement of our customer experience team. We seek an accomplished leader who excels in team building, possesses a proven track record of efficiently managing support teams within a fast-paced environment, and embodies an unwavering commitment to exceptional customer care.
As a core leader of our stellar customer experience team, you will be in charge and in full control of hiring, building, and scaling our support operations team. You’ll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.
- Supervise a team of agents, ensuring the proficient handling of support tickets across channels (email, phone, and chat), while maintaining high-quality service and adherence to SLAs.
- Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product.
- Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises.
- Manage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queries.
- Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements.
- Minimum 5 years managing and developing a team to hit key metrics
- Excellent verbal and written communication skills
- Experience collaborating closely with teams outside of support to help scale
- Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements
- Strong investigative and critical thinking skills
- Desire for ownership and growth in role over time
- Ability to work evenings and weekends as needed
- Experience working with Zendesk tooling
- Experience working in FinTech
- Experience working with third parties and managing partnerships
- The annual salary/OTE range for the target level for this role is $110,500-$130,000 + target equity + benefits (including medical, dental, vision, and 401(k)
- 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 $5,000 per year)
- WFH stipend to support your home office needs
- Wellness stipend
- Parental Leave
- Relocation support
- Pet insurance