Summary

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.

What You'll Do

1. 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
2. Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product
3. Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises
4. Manage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queries
5. Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements

What You Need

1. Minimum 5 years managing and developing a team to hit key metrics
2. Excellent verbal and written communication skills
3. Experience collaborating closely with teams outside of support to help scale
4. Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements
5. Strong investigative and critical thinking skills
6. Desire for ownership and growth in role over time
7. Ability to work evenings and weekends as needed

Nice-to-Haves

1. Experience working with Zendesk tooling
2. Experience working in FinTech
3. Experience working with third parties and managing partnerships

Skills

• Communications Skills
• Critical Thinking
• Team Management
• Team Training and Development