Lead, Customer Experience at Ramp

New York, New York, United States

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$88,000 – $132,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

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

Responsibilities

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 as Ramp grows
Manage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation to bridge knowledge gaps
Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency

Skills

Key technologies and capabilities for this role

Customer ExperienceTeam ManagementPerformance CoachingWorkforce ManagementSLA ManagementFeedbackTeam Culture

Questions & Answers

Common questions about this position

What is the salary range for the Lead, Customer Experience role?

The salary range is $88K - $132K.

Is this a remote or hybrid position?

This is a hybrid position.

What are the key responsibilities in this role?

You will manage a team of agents, enhance performance through coaching and feedback, build positive team culture, manage workforce strategies for SLA goals, identify process optimizations, and oversee a Quality Assurance program.

What kind of company culture does Ramp promote?

Ramp promotes a positive team culture through inspiring and motivating agent teams via regular meetings, feedback, recognition programs, and team-building activities.

What makes a strong candidate for this Customer Experience Lead role?

A strong candidate has a strong customer focus, passion for helping people, drive to learn and improve the product, and experience developing teams to perform at their best.

Ramp

Corporate card and spend management platform

About Ramp

Ramp provides a corporate card and spend management platform that helps businesses track expenses and save money. The platform allows finance teams to manage corporate cards, expense reports, and bill payments in one place, and it integrates with tools like Slack for added convenience. Ramp serves a wide range of clients, from large enterprises to creative agencies, and aims to reduce overall expenses through its comprehensive financial tools. Unlike competitors such as Amex and Brex, Ramp generates revenue through interchange fees on card transactions and subscription fees for advanced features. The company's goal is to streamline financial operations for businesses and help them achieve significant cost savings.

New York City, New YorkHeadquarters

2019Year Founded

$1,096.3MTotal Funding

SERIES_DCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salaries: You never have to wonder how your pay compares. Our generous comp reflects our belief that you’ll take Ramp to the next level.

Comprehensive health plans: US-based employees get full medical, dental, and vision insurance coverage. Everyone gets a monthly stipend for personal wellness.

Professional development: Take advantage of our annual education stipends to stay on top of your personal growth.

Unlimited PTO: Flexible vacation days give you the time to step away, unwind, and recharge.

Risks

Increased competition from fintech startups could challenge Ramp's market position.

Economic downturns may reduce business spending, affecting Ramp's revenue streams.

The volatile travel industry poses risks to Ramp's new travel booking services.

Differentiation

Ramp integrates with popular tools like Slack and Workday for seamless financial operations.

The platform offers advanced accounting automations, reducing manual work for finance teams.

Ramp's use of stablecoins and modern financial instruments sets it apart from competitors.

Upsides

Ramp's integration with Workday enhances real-time data syncing and accounting automation.

The partnership with Priceline expands Ramp's services into the growing business travel sector.

Ramp's recent $750 million funding boosts its capacity for innovation and market expansion.

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