Lead, Customer Experience

August 2

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Ramp

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The #1 corporate card & finance automation platform designed to save you time & money. ramp.com/linkedin-rules

Corporate Cards • Business Cards • Spend Management • Finance Automation • Expense Management

501 - 1000

💰 $15M Series C on 2012-09

Description

• 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

Requirements

• Minimum 3 years of experience in a technical support role • Minimum 2 year 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

Benefits

• 100% medical, dental & vision insurance coverage for you • Partially covered for your dependents • One Medical annual membership • 401k (including employer match on contributions made while employed by Ramp) • Flexible PTO • Fertility HRA (up to $5,000 per year) • WFH stipend to support your home office needs • Wellness stipend • Parental Leave • Relocation support for NY • Pet insurance