Supervisor de Customer Experience leading academic support teams at Afya. Transforming healthcare education through mentorship and methodology enhancement.
About the role
- Customer Experience Agent resolving customer issues for Ramp via phone and email, requiring problem-solving and adaptability in a fast-paced environment.
Responsibilities
- 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
Requirements
- 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
Benefits
- 100% medical, dental & vision insurance coverage for you
- Partially covered for your dependents
- One Medical annual membership
- 401k (including employer match on contributions made while employed by Ramp)
- Flexible PTO
- Fertility HRA (up to $10,000 per year)
- Parental Leave
- Unlimited AI token usage
- Pet insurance
- Centralized home-office equipment ordering for all employees
- Health and Wellness stipend
- In-office perks: lunch, snacks, drinks, and more
- Budget for intra-office travel
- Relocation support to NYC or SF (as needed)
Job title
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Degree requirement
Location requirements
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