University Grad: Customer Experience Agent - RAMP : Job Details

About RampRamp is a financial operations platform designed to save businesses time and money. Combining corporate cards with expense management, bill payments, vendor management, accounting automation ,and more, Ramp's all-in-one solution frees finance teams to do the best work of their lives. More than 25,000 companies, from family-owned farms to e-commerce giants to space startups, have saved $1B and 10M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $35 billion in purchases each year.Ramp's investors include Sequoia, Greylock, Khosla Ventures, Founders Fund, Stripe, Goldman Sachs, Coatue, and Redpoint, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies-Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One-as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart.Ramp has been named to Fast Company's Most Innovative Companies list and LinkedIn's Top U.S. Startups for over 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine's 100 Most Influential Companies.About the RoleRamp is looking to hire phone customer support operators to help support our customers as we scale. We're looking for agents with an incredible customer focus and passion for helping people, who are hungry to learn all about our product, and who are able to communicate effectively with both customers and our internal teams.As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You'll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You'll be the first line of defense for our customers and the voice of the customer to the rest of the team!This would be a perfect role for a recent graduate as it teaches valuable product knowledge and provides insight into how Ramp operates as a company! What You'll Do

• Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
• Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
• Have the ability to grow, develop and learn in a fast-paced, start-up environment
• Work directly with some of the fastest growing companies in the US
• Help Ramp scale effectively by handling support requests over phone, email and chat
• Help us maintain a industry leading satisfaction rate with our customers
• Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
• Learn the Ramp Platform inside and out to maximize effectiveness with our customers

What You Need

• Ability to work on the weekends
• Ability to provide support to customers over phone predominantly; and occasionally email, and live chat
• Excellent verbal and written communication skills
• Experience collaborating closely with teams outside of support
• Strong background in customer support via email and phone
• Investigative and critical thinking skills
• Desire for ownership and growth in role over time
• Ability to work evenings and weekends as needed

Nice to Haves

• Experience working with Zendesk tooling

Benefits (for U.S.-based full-time employees)

• 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

Other noticesPursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.