[Remote] Customer Experience Agent (Evening Shift)

Note: The job is a remote job and is open to candidates in USA. Ramp is building the smart infrastructure for finance teams and is hiring Customer Experience Agents to serve as the voice of Ramp for thousands of customers. This role involves troubleshooting customer issues primarily over the phone and driving resolutions while maintaining a high standard of customer service.ResponsibilitiesServe as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chatTroubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinkingDeliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environmentTake ownership of escalations, ensuring tickets move forward through the appropriate internal teamsAdapt quickly to new tools, product releases, and process changes, including AI-powered workflowsMeet and exceed key performance standards, including CSAT, QA, and speed-of-service metricsContribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scaleSkillsComfort and confidence on the phone as your primary support channelAbility to work evenings, weekends, and some holidaysStrong customer focus with empathy under pressureExcellent verbal and written communicationAbility to quickly learn Ramp's platform and apply product knowledgeStrong analytical and problem-solving skillsPersistence in driving issues to resolution with internal teamsHigh reliability and professionalism in live support environmentsComfort working toward performance metrics in a results-driven roleFamiliarity with AI-powered tools or workflow automation in customer supportComfort working in a high-growth or startup environment where processes evolve quicklyExperience with Zendesk or other customer support platformsBenefits100% medical, dental & vision insurance coverage for youPartially covered for your dependentsOne Medical annual membership401k (including employer match on contributions made while employed by Ramp)Flexible PTOFertility HRA (up to $10,000 per year)Parental LeaveUnlimited AI token usagePet insuranceCentralized home-office equipment ordering for all employeesHealth and Wellness stipendIn-office perks: lunch, snacks, drinks, and moreBudget for intra-office travelRelocation support to NYC or SF (as needed)Company OverviewRamp is a financial operations platform designed to save companies time and money It was founded in 2019, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://ramp.com.



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