Ramp is seeking a dedicated Customer Experience Lead to support our customers and team as we scale. You’ll manage a team of agents, enhancing their performance through coaching and feedback while building a positive team culture. You’ll contribute to workforce management, provide insights to product teams, and ensure customer feedback is integral to our operations and product development.
What You'll Do
- Foster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activities.
- Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness.
- Manage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goals.
- Identify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations.
- Manage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation.
- Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency.
What We're Looking For
- Minimum 3 years of experience in a technical support role.
- Minimum 2 years of experience in a leadership role.
- Desire for ownership and growth in role over time.
- Excellent verbal and written communication skills.
- Ability to juggle multiple tasks through effective time management and prioritization.
- Ability to fearlessly navigate giving and receiving feedback to managers and peers.
Nice to Have
- Experience in a FinTech startup environment.
Benefits & Compensation
- For candidates located in NYC or SF: $96,000 - $132,000. For candidates located in all other locations: $88,000 - $121,000.
- 100% medical, dental & vision insurance coverage for you, partially covered for your dependents.
- One Medical annual membership.
- 401k with employer match.
- Flexible PTO.
- Fertility HRA (up to $5,000 per year).
- WFH stipend.
- 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.
