Manager, Customer Experience

$110,000 - $130,000/Yr

Ramp Financial - New York, NY

Full-time - Manager

New York, NY

About the position

The Customer Experience Manager at Ramp is responsible for leading and enhancing the customer experience team. This role involves building and scaling support operations, managing a team of agents, and collaborating with cross-functional teams to improve product offerings and operational efficiency. The ideal candidate will have a strong commitment to customer care and a proven track record in team management within a fast-paced environment.

Responsibilities

• Supervise a team of agents, ensuring proficient handling of support tickets across channels (email, phone, and chat) while maintaining high-quality service and adherence to SLAs.
• Collaborate closely with cross-functional teams, including account management, product, and engineering, to advance operational scalability and elevate our product.
• Champion the end-to-end customer journey in the realm of support, guaranteeing an unparalleled experience for diverse business clients spanning startups to enterprises.
• Manage internal and external product knowledge dissemination, enabling both customers and Ramp teams to independently resolve queries.
• Distill actionable insights to enhance operational procedures, tools, and product offerings, drawing from customer feedback to drive improvements.

Requirements

• Minimum 5 years managing and developing a team to hit key metrics.
• Excellent verbal and written communication skills.
• Experience collaborating closely with teams outside of support to help scale.
• Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements.
• Strong 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.
• Experience working in FinTech.
• Experience working with third parties and managing partnerships.

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