Customer Experience Agent
Tread Carefully
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Closed
Location: New York City
Ramp | $46.8K – $55K
Steph's Notes:
I don't know about Miami, but $46.8K – $55K is shitty pay for a non-entry-level fintech support role in New York, even if it's remote.
Ability to work on the weekends
Ability to work evenings and weekends as needed
It's fitting they repeat this – mirrors the shitty work conditions for shitty pay!
Benefits (for U.S.-based full-time employees)
I would confirm early in the interview process whether these benefits actually apply to this role, as the JD it states quite clearly that this is an hourly position.
As tempted as I am to put this in BINGO, it didn't quite make it there. So into Tread Carefully, I guess.
Original Job Description: Customer Experience Agent
About Ramp
Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 25,000 businesses on Ramp to save an average 5% and close their books 8x faster.
Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year.
Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, 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. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company.
About the Role
Ramp 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!
What You’ll Do
- 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
- 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
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 notices
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Worked here?
I rated the posting. You might know the place. Anything you can add about what the job is actually like is worth more than my read of the job description — that's the whole reason this box is here.
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Read this bit first
Comments on a job listing are public, and the company can read them. If you work there now, or you're mid-process with them, post under a name they wouldn't recognise. It takes ten seconds and nobody here will think less of you for it.
One ask on how you write it: stick to what happened to you. My manager told me the on-call rota was optional lands harder than this company lies to candidates — and it's a lot harder to argue with.