Associate Manager | Customer Experience

Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met.

We’re a fast-moving, high-growth team where change is constant. Associate Managers at Ramp thrive in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. We function in a highly collaborative environment: leaders and agents alike share ideas, iterate quickly, and give and receive feedback across levels and teams. Success in this role requires intentional execution and adaptability to thrive in a culture where the best idea wins, where projects are built together, and where iteration is expected as part of the process.

This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement. Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives.

If you love developing people, driving accountability, and bringing clarity and focus to dynamic environments, this role is for you.

What You’ll Do

• Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results.
• Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly.
• Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance.
• Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements.
• Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work.
• Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership.
• Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving.
• Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience.
• Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities.

What You Need

• Ability to work evenings, weekends, and some holidays
• Minimum 2 years of experience in a leadership role
• Minimum 3 years of experience in a customer-facing technical support role
• Excellent written and verbal communication
• Proven ability to deliver tailored coaching that drives individual and team growth
• Ability to juggle multiple tasks through effective time management and prioritization
• Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input.
• Comfort leading teams through fast-paced change and adopting new tools, including AI

Nice-to-Haves

• Experience working in a high-growth or startup environment
• Exposure to FinTech or financial services
• Comfort experimenting with AI-powered tools or automation in customer support