Customer Experience Agent (Evening Shift)
8.0/10
Ramp
$60,000 – $60,000 USD
Remote
mid
about 1 month ago
May be outdated
supporttechcustomer supportcommunicationproblem-solvinganalytical skillsAI toolsZendesk
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Description
What You’ll Do
- •Serve as the first line of support for Ramp Customers primarily over the phone, with additional coverage through email and chat
- •Troubleshoot customer issues by applying strong product knowledge, investigative skills, and critical thinking
- •Deliver accurate, empathetic, and efficient solutions in a fast-paced, high-volume environment
- •Take ownership of escalations, ensuring tickets move forward through the appropriate internal teams
- •Adapt quickly to new tools, product releases, and process changes, including AI-powered workflows
- •Meet and exceed key performance standards, including CSAT, QA, and speed-of-service metrics
- •Contribute to team knowledge by updating documentation, surfacing product feedback, and sharing customer insights to help Ramp improve and scale
Salary
- •For candidates located in NYC or SF, the pay range for this role is $65,000-$70,000.
- •For candidates located in all other locations, the pay range for this role is $60,000-$65,000.
Requirements
What You Need
- •Comfort and confidence on the phone as your primary support channel
- •Ability to work evenings, weekends, and some holidays
- •Strong customer focus with empathy under pressure
- •Excellent verbal and written communication
- •Ability to quickly learn Ramp’s platform and apply product knowledge
- •Strong analytical and problem-solving skills
- •Persistence in driving issues to resolution with internal teams
- •High reliability and professionalism in live support environments
- •Comfort working toward performance metrics in a results-driven role
Nice to Haves
- •Familiarity with AI-powered tools or workflow automation in customer support
- •Comfort working in a high-growth or startup environment where processes evolve quickly
- •Experience with Zendesk or other customer support platforms
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