The opportunity
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.
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.
What they're looking for
- 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.
