💼 About This Role

You'll lead the frontline CX team at Ramp, a fast-growing fintech building smart infrastructure for finance teams. You'll develop and coach agents while driving performance on key metrics like CSAT and SLA. This role combines operational discipline with AI-driven workflows to shape how your team works smarter.

🎯 What You'll Do

• Run 1:1s and deliver feedback that drives agent improvement
• Monitor metrics like CSAT, QA, SLA, and productivity
• Adopt and champion new AI-powered workflows
• Review performance trends to translate insights into coaching actions

📋 Requirements

• 2 years of experience in a leadership role
• 3 years in a customer-facing technical support role
• Ability to work evenings, weekends, and some holidays
• Experience using AI tools to improve support workflows

✨ Nice to Have

• Built an AI-powered workflow or automation
• Background in FinTech or financial services
• Experience in a high-growth or startup environment

🎁 Benefits & Perks

• 🏥 100% medical, dental & vision coverage for you
• 💰 401k with employer match
• 🏖️ Flexible PTO
• 👶 Parental Leave
• 🤖 Unlimited AI tokens