Ramp is looking for an Integrations Expert to join the Customer Experience team, specializing in ERP and HRIS integrations. You will act as a hybrid of advanced technical troubleshooter, customer-facing support lead, and internal systems advocate, serving as the final escalation point for complex sync and configuration issues. At Ramp, we are rebuilding modern finance teams in the age of AI, investing in an AI-powered future and the people bold enough to build it.
What You'll Do
- Serve as the expert point of contact for ERP/HRIS integration escalations via chat, email, and live Zoom support.
- Resolve 85–95% of escalated sync and configuration issues without engineering intervention.
- Scope platform gaps, propose architectural fixes, and advocate for system-level improvements in collaboration with Product, Engineering, and Implementation teams.
- Lead documentation for edge cases and systemic issues—updating playbooks, error indexes, and Guru cards.
- Run enablement sessions and mentor IC5 Integration Specialists across ERP workflows and tools.
- Identify recurring customer friction and platform constraints, contributing to product discovery and tool prioritization.
What We're Looking For
- 2–4 years of experience supporting ERP/HRIS integrations or working in B2B SaaS customer support or solutions roles.
- Proven success resolving complex sync and config issues in at least one of the following ERPs: NetSuite, Sage Intacct, QuickBooks (Online/Desktop), or Xero.
- Proven ability to use customer insights and support data to influence product improvements.
- Strong judgment under ambiguity with the ability to make decisions on the fly and coach others.
- Comfortable with configuration consoles, admin panels, and cross-system troubleshooting.
- Excellent written and verbal communication—able to explain system behavior to both technical and non-technical audiences.
- Comfort with using support tooling (Zendesk, Salesforce, or equivalent) and working cross-functionally with Product, Sales, and Engineering teams.
- Basic familiarity with APIs, file formats (e.g., CSV, JSON), and accounting software integrations.
- Curiosity, adaptability, and a customer-first mindset.
- Willingness to lead customer-facing calls and drive action in cross-functional settings.
Nice to Have
- Experience using Zendesk (macros, triggers, custom objects).
- Familiarity with SQL or interpreting JSON/API payloads.
- Background in FinTech, accounting, or HR software environments.
- Prior enablement or technical training experience.
Technical Stack
- ERPs: NetSuite, QuickBooks, Sage Intacct, Xero, Workday
- Tools: Zendesk, Salesforce
- Concepts: APIs, CSV, JSON
Team & Environment
This role is part of the Customer Experience team, working cross-functionally with Product, Operations, Engineering, and Post-Sales.
Benefits & Compensation
- 100% medical, dental & vision insurance coverage for you.
- Partially covered insurance for your dependents.
- One Medical annual membership.
- 401k with employer match.
- Flexible PTO.
- Fertility HRA (up to $5,000 per year).
- WFH stipend to support your home office needs.
- Wellness stipend.
- Parental Leave.
- Relocation support to NYC or SF.
- Pet insurance.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
