Customer Experience Associate - London
Core
You will be the primary point of contact for Ramp's enterprise customers, diagnosing and resolving complex issues across payments, cards, travel, and accounting integrations via live calls, email, and chat.
Role type
Senior Customer Experience Associate (Technical Support)
Builds
Resolution of high-stakes financial transaction issues and improvement of CX processes/tools
Domain
Fintech / Payments Infrastructure
Deliverable
client delivery
Required skills
Systems thinking, technical troubleshooting (APIs, bank integrations, accounting software), AI tool usage (Claude, Notion AI), clear written communication, multi-tasking under pressure, phone communication
Preferred skills
Experience with accounting workflows (AP/AR, GL, reconciliation), ERP integrations (NetSuite, QuickBooks, Sage), payments infrastructure (ACH, wire transfers, card networks), workflow automation
Technologies
Zendesk, Slack, Glass, Claude, Notion AI
Responsibilities
Engage with customers via live calls, email, and chat to diagnose and resolve issues; manage escalations end-to-end across Engineering, Risk, and Product teams; build and improve AI tools and processes; communicate complex financial issues clearly to CFOs
Seniority
Mid-Senior, hands-on IC