Customer Operations Manager

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What Ramp is looking for in applicants

Ramp is building the next generation of finance tools—from corporate cards and expense management, to bill payments and accounting integrations—designed to save businesses time and money with every click. Over 5000 businesses are spending an average of 3.3% less and closing their books 8 times faster, thanks to Ramp’s finance automation platform that enables billions of dollars of purchases each year.

Founded in 2019, Ramp has seen nearly 10x year-over-year growth which has led to a valuation of $8.1 billion in just over 3 years. Its investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The team is made up of talented leaders from some of the leading financial services and fintech companies—Capital One, Stripe, Affirm, Goldman Sachs, American Express, Visa—as well as high-growth technology companies like Facebook, Spotify, Zendesk, Uber, Dropbox, and Instacart. Recently named Fast Company’s most innovative finance company, Ramp is NYC’s fastest-growing startup and America’s fastest-growing corporate card.

About the Role

Ramp is looking for an experienced Customer Operations Manager to help us build out a world-class support team. You’ll partner closely with our account management, product, and engineering teams on scaling our operations, managing a team of agents and managers, and bringing insights into how we can improve our product.

We’re looking for a leader with an incredible customer focus and passion for helping people, with a hunger to help empower and develop their teams, and who is able to build best practices and habits into a support team at scale.

What You’ll Do

  • Hire, lead and develop a group of Ramp team members who are responsible for handling support tickets and adhering to high quality and SLAs across channels (email, phone, and soon chat) - including staffing, planning, training and management
  • Own the customer lifecycle in support, ensuring best in class experience for our business customers that range from early stage startups, to medium size companies and larger enterprises
  • Manage internal and external knowledge of our product as we continue to build to help customers and Ramp teams help themselves
  • Identify, track, and resolve issues facing our customers working directly with our product and engineering teams, while improving our issue management process to help us scale
  • Synthesize insights on ways we can improve our operations and tools to better service our customers, as well as identify ways to improve our product by listening to our customers

What You Need

  • Minimum 5 years leading and scaling a customer operations team
  • Minimum 3 years managing and developing teams to hit key metrics
  • Excellent verbal and written communication skills
  • Experience collaborating closely with teams outside of support to help scale
  • Strong metrics driven and product mindset to help identify, triage and execute potential product or operational improvements
  • Strong investigative and critical thinking skills
  • Desire for ownership and growth in role over time
  • Ability to work from 12pm-9pm EST to support our West Coast team; evenings and weekends as needed

Nice to Haves

  • Experience working with Zendesk tooling
  • Experience working in FinTech
  • Experience working with third parties and managing partnerships

Ramp Benefits (for U.S. based employees)

  • 100% medical, dental & vision insurance coverage for you
    • Partially covered for your dependents
    • OneMedical annual membership
  • 401k (including employer match)
  • Unlimited PTO
  • Annual education reimbursement
  • WFH stipend to support your home office needs
  • Monthly wellness stipend; Headspace annual membership
  • Parental Leave
  • Relocation support

Want some tips on how to get an interview at Ramp?

What is Ramp looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for Customer Operations Manager like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at Customer Operations Manager?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!