Customer Experience Associate - London

London · GBP 39,000-43,000 / year · Full-time · Hybrid · Posted Sep 14, 2026

At a glance

Ramp is building the smart infrastructure for finance teams, embedded in the transaction flow of every dollar a business spends. We automate how over $200B in annualized spend flows in and out of 70,000+ companies: authorizing payments, flagging risk, categorizing spend, and closing books.
The problems are high-stakes, data-dense, and unforgiving.
We hire people with high agency and high urgency. We look for slope over intercept. We care less about where you trained and more about what you’ve built. At Ramp, everyone is a builder who owns problems end to end and makes consequential decisions that shape the outcome.
The median Ramp customer saves 5% and grows revenue 16% in their first year – far in excess of businesses operating without Ramp. We believe every ambitious company deserves the same.
If you want to build systems that directly shape how companies move and manage billions, Ramp is the place to do it.

Ramp is hiring a Customer Experience Associate in London to drive customer issues to clear resolution and troubleshoot across payments, bank linking, accounting syncs, and card programs.
This role involves engaging with financially sophisticated customers primarily via live calls, email, and chat while making high-signal judgment calls.
Associates actively shape and build AI tools, manage end-to-end escalations, and improve processes, workflows, and tools.

Engage with customers primarily via live calls, email, and chat.
Diagnose across a broad product surface including payments, cards, travel, and accounting integrations.
Manage escalations end-to-end with an ownership mindset, working across Zendesk, internal tooling, and Slack-based escalation workflows.
Build and shape AI tools, using AI-powered research tools and proprietary tools like Glass daily.
Ship improvements, fix process gaps, missing SOPs, or knowledge base articles, and build automations.
Communicate clearly and without filler with financially sophisticated customers.
Route issues correctly across team boundaries such as risk, engineering, product, and partnerships.
Work a set 40-hour/week schedule designed to support customer needs outside US business hours, which may include evenings, weekends, and rotating holiday coverage.

Be a systems thinker who asks why problems exist and how to prevent them.
Actively use AI tools like Claude, Notion AI, research, and workflow tools, and demonstrate how they have been applied to get real work done.
Balance speed, accuracy, and thoroughness in every interaction.
Hold a technical conversation about how systems connect, such as APIs, bank integrations, and accounting software.
Manage competing priorities without dropping things.
Write clearly and concisely, explaining payment reconciliation issues without jargon.
Be comfortable on the phone for interactions that start there.
Have a demonstrated track record of exceeding key performance standards, including CSAT, QA, and speed-of-service metrics.
Have the right to work in the United Kingdom.

Flexible PTO
Centralized home-office equipment ordering
Health and wellness stipend
Budget for intra-office travel
Weekly coffee stipend
Private medical insurance through Freedom Elite
Virtual GP and at-home care via eMed x Livi
Workplace pension through Penfold, with salary sacrifice option
Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay with additional time available at reduced pay