Ramp

Head of Customer Operations

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What Ramp is looking for in applicants

Ramp is building the world's first finance automation platform designed to save businesses time and money. Ramp offers 5-in-1 software that consolidates corporate cards, expense management, bill payments, accounting, and reporting into one simple and free solution. More than 3,000 businesses are using Ramp to process billions in annualized transaction volume. Customers include some of the fastest growing startups and unicorns like Ro, DoNotPay, ClickUp, and Applied Intuition, as well as established businesses across the US such as Bristol Hospice, Walther Farms, Douglas Elliman, and Planned Parenthood.

Founded in 2019, Ramp is NYC's fastest growing startup, having achieved a unicorn valuation of $3.9 billion in just over 2 years. Ramp has raised $620 million in funding from investors including Founders Fund, Stripe, 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. Ramp is part of the Forbes Fintech 50 and Fast Company's Best Workplaces for Innovators program.

About the Role

Ramp is looking for a Head of Customer Operations to help us scale our customer operations team to the next level.  We’re looking for leaders who have built teams at scale previously, effectively managed large support operation teams, and scaled operations in a fast growth environment.

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.

As the leader of our stellar customer operations team, you will be in charge and in full control of hiring, building, and scaling our support operations 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.

What You’ll do

  • Lead 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
  • Hire and develop a new team for Ramp as Ramp continues to grow, with a relentless focus on raising the bar, training, and coaching
  • 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 so that we grow efficiently
  • Identify ways to improve our product by listening to our customers and working with product teams on solving their problems

What You Need

  • Minimum 7 years leading and scaling a customer operations team 
  • Minimum 5 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
  • Experience in fast growing environments
  • Strong investigative and critical thinking skills

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
  • 401k (including employer match)
  • Parental Leave
  • Unlimited PTO
  • WFH stipend to support your home office needs
  • Monthly wellness stipend
  • Annual education reimbursement
  • 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 Head of Customer Operations 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 Head of Customer Operations?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!