Customer Experience Associate - London

Overview

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

What You’ll Do

• Be the voice of Ramp's Customer Support. You'll spend your day engaging with customers, primarily via live calls, email, and chat.
• Diagnose across a broad product surface. Ramp isn't one product — it's payments, cards, travel, accounting integrations, and more. You'll need to understand how they connect and where they break.
• Operate with an ownership mindset, managing escalations end-to-end. You take full accountability for every ticket you handle. When an issue crosses team boundaries — risk, engineering, product, partnerships — you route it correctly, follow up, and make sure the customer isn't left waiting. You'll work across Zendesk, internal tooling, and Slack-based escalation workflows.
• Build and shape AI tools, not just use them. Ramp is building AI into CX operations. You'll use AI-powered research tools and proprietary tools like Glass daily, provide direct feedback on what's working, and play an active role in how these tools evolve. You're not just a user — you're a builder. We are all builders at Ramp.
• Ship improvements, not just flag them. When you notice a process gap, a missing SOP, or a knowledge base article that's sending associates down the wrong path, you don't just raise it — you have the autonomy to roll up your sleeves and fix it. Leverage AI to solve problems, build automations, and improve the systems around you. The best people in this role make the whole team better.
• Communicate with precision and empathy. Our customers are financially sophisticated. You need to explain what's happening, what you're doing about it, and what they should expect — clearly and without filler.

What You Need

• You're a systems thinker: you don't just solve the ticket in front of you, you ask why the problem exists and how to prevent it from happening again.
• You actively use AI tools — Claude, Notion AI, research and workflow tools — and can demonstrate how you've applied them to get real work done. This is a hard requirement.
• You're fast-moving while holding yourself to a high bar for execution: you balance speed, accuracy, and thoroughness in every interaction.
• You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code.
• You manage competing priorities without dropping things. When you have 15 open issues across 4 internal teams, nothing falls through.
• You write clearly and concisely. You can explain a payment reconciliation issue to a CFO without jargon.
• You're comfortable on the phone. Many interactions start there.
• You have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.

Nice to Have

• Experience building workflows or automations using AI tools, not just prompting
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage)
• Background in payments infrastructure (ACH, wire transfers, card networks)
• Track record of working somewhere that shipped product fast and expected CX to keep up

Why be a CX Associate at Ramp

• Cross-functional exposure from day one with Product, Engineering, and GTM teams.
• AI tools and unlimited access, including proprietary tools like Glass, to move faster and build smarter.
• Career growth that you own; opportunities to grow within CX or explore other functions.
• A culture that is not a call center, with team events and a genuine commitment to building a team people want to be part of.

What To Know Before You Apply

• Schedule & Shift Bidding: This role is part of Ramp’s UK-based overnight coverage strategy. You will work a set 40-hour/week schedule to support customer needs outside US business hours. Schedules may include evenings, weekends, and rotating holiday coverage.
• Hours Expected: A 40-hour/week schedule assigned through a schedule-bid process. Shifts span roughly 7:00 AM–11:00 PM GMT and may include a weekend day (Sun–Thu or Tue–Sat). Associates cover 2–3 company holidays per year on a rotating basis.
• Ramp’s product and customer needs evolve quickly. Success requires comfort with ambiguity and willingness to learn new systems, workflows, and product surfaces continuously.
• You’ll help build this function: This team is part of Ramp’s broader international CX strategy, with potential to shape processes and culture as the function scales.
• This role is a launchpad for your career at a fast-growing fintech.

Right to Work

All candidates must have the right to work in the United Kingdom. Evidence of right to work will be required as part of recruitment in accordance with applicable law. The pay range for this role is £39,000-£43,000 per year for candidates located in the UK.

Benefits

• Flexible PTO
• Unlimited AI token usage
• Health and wellness stipend
• Centralized home-office equipment ordering
• Budget for intra-office travel
• Weekly coffee stipend

For readers in the United States and Canada, benefits vary by region and may include medical, dental, vision, retirement plans, and other programs described in the posting.

Important Notice

• Pursuant to applicable law, Ramp will consider qualified applicants with arrest and conviction records.
• Ramp will never ask for payment or sensitive personal information during the hiring process. Beware of scams and always verify contact through official Ramp channels.