Associate Manager, Premier Support (Customer Experience)

Job description

ABOUT RAMP Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books. The problems are high-stakes, data-dense, and unforgiving. We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome. The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same. If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it. ABOUT THE TEAM Ramp builds software that moves real money — corporate cards, bill payments, reimbursements, accounting integrations, and travel. Our customers rely on us to keep their operations running, and our CX team is the frontline when something needs to be resolved fast. Premier Support is the dedicated support team for Ramp's largest and most complex customers - the Enterprise and Strategic accounts running global, multi-entity finance operations on Ramp. Our specialists support these accounts with real depth: they know the businesses, stakeholders, and systems, and they're the people the customer comes to when something matters. It's high-touch, relationship-led support. ABOUT THE ROLE Ramp is hiring an Associate Manager to lead Premier Support. This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong. You'll own the people and the performance. That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges. You'll partner daily with the Account Managers who own the strategy for these same accounts - they own the account direction, you own the support experience that makes it possible. This team is new. The playbook exists but it isn't finished, and you'll be shaping it. That means you need to be someone who can build and lead at the same time: designing the operating rhythm, spotting where the model breaks before it breaks, and having a contingency ready when something doesn't land. You'll be trusted with a lot early, and you'll have a manager who has built these teams from scratch and stays close. This is a people-leadership job first. We're looking for someone genuinely passionate about managing people and building strong, solid teams. Someone who finds the craft of leadership itself interesting, not just the outcomes it produces. WHAT YOU'LL DO - Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment. Know your people well enough to make coaching specific. - Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You'll have the hard conversations yourself, with a plan and a follow-through. - Own your team's results. Quality, responsiveness, and SLA delivery across the accounts your team supports - plus the day-to-day mechanics that get you there: triage by account risk, load balancing, coverage, and on-call rotation. - Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to. - Partner with Account Management. Work shoulder-to-shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on. - Use data to decide. Read the quality, SLA, escalation, and volume trends; find the root cause; turn it into coaching or a process change. - Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount. - Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion AI-powered workflows, help your team get fluent, and shape how these tools evolve. Comfort with new technology isn't optional - we are all builders at Ramp. - Lead through change. Premier will look different in six months. You'll make that feel manageable for your team, and you'll anticipate the next change before it arrives. WHAT YOU NEED - Minimum 2 years of people-management experience - direct accountability for others' performance, development, and difficult conversations - Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts - Demonstrated ability to manage performance honestly and effectively - you can point to a time you turned someone around, and a time you concluded you couldn't - Proven experience leading a team through significant change - a reorg, a new operating model, a tooling migration and evidence of how you kept the team steady - Strong analytical instincts - you work from data, find root causes, and can defend a decision with evidence - Excellent written and verbal communication - you can be crisp with executives, clear with your team, and calm with an escalating customer - Comfort leading in ambiguity, where you're building the process while running it - Experience using AI tools to improve support or account workflows - research, drafting, process automation - Availability to flex outside standard hours when accounts require it, including a weekend on-call rotation and occasional holiday coverage WHAT WOULD MAKE YOU STAND OUT - You've managed a named book of B2B accounts or led a team that did, and you understand the difference between closing a ticket and protecting a relationship - You've built something: an AI-powered workflow, an automation, a reporting layer your team actually uses. Not "I used AI to analyze data" but "I found a gap, figured out how to close it, and shipped it." - You've stood up a team or function from an early stage, and you know what breaks at 6 people versus 15 - You've partnered closely with Customer Success, Account Management, or Sales, and can speak to how you handled the tension when priorities diverged - Background in FinTech or financial services; comfort with ERP and accounting systems (NetSuite, Workday, Sage Intacct) - You can hold a technical conversation about how systems connect (APIs, bank integrations, accounting software) even if you're not writing code - Experience in a premium, dedicated, or VIP support model at a high-growth company For candidates located in NYC or SF, the pay range for this role is $108,000 - $132,000. For candidates located in all other locations, the pay range for this role is $100,000 - $125,000. BENEFITS AVAILABLE TO ALL FULL-TIME RAMP EMPLOYEES (GLOBAL) - Flexible PTO - Centralized home-office equipment ordering - Health and wellness stipend - Budget for intra-office travel - Weekly coffee stipend UNITED STATES - 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents - One Medical annual membership - 401(k), including employer match on contributions made while employed by Ramp - Fertility HRA (up to $10,000 per year) - Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay - Pet insurance - In-office perks: lunch, snacks, drinks, and more - Relocation expense coverage to NYC or SF (if needed) CANADA - Group medical, dental, and vision coverage through Sun Life - Life, AD&D, and disability coverage - Fertility drug coverage (up to $4,000 lifetime) - Group Retirement Plan with employer match (RRSP + DPSP) - Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay - Employee Assistance Program and virtual care through Lumino Health UNITED KINGDOM - Private medical insurance through Freedom Elite - Virtual GP and at-home care via eMed x Livi - Workplace pension through Penfold, with salary sacrifice option - Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay REFERRAL INSTRUCTIONS If you are being referred for the role, please contact that person to apply on your behalf. OTHER NOTICES Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Beware of recruiting scams: Ramp will only contact you through official @Ramp.com http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice