Associate Manager, Premier Support (Customer Experience)

Ramp is hiring an Associate Manager to lead Premier Support. This is a small team of senior specialists - six today, scaling meaningfully, who are the daily point of contact for the accounts Ramp can least afford to get wrong.

You'll own the people and the performance. That means coaching specialists who operate with real autonomy, hold a high bar for quality and responsiveness when the stakes are high, and are the person your team escalates to when an account is experiencing challenges. You'll partner daily with the Account Managers who own the strategy for these same accounts - they own the account direction, you own the support experience that makes it possible.

This team is new. The playbook exists but it isn't finished, and you'll be shaping it. That means you need to be someone who can build and lead at the same time: designing the operating rhythm, spotting where the model breaks before it breaks, and having a contingency ready when something doesn't land. You'll be trusted with a lot early, and you'll have a manager who has built these teams from scratch and stays close.

This is a people-leadership job first. We're looking for someone genuinely passionate about managing people and building strong, solid teams. Someone who finds the craft of leadership itself interesting, not just the outcomes it produces.

What You'll Do

• Lead and develop a team of senior specialists. Run weekly 1:1s, give feedback that changes behavior, and build development plans that grow real ownership and judgment. Know your people well enough to make coaching specific.
• Own performance directly. Set a clear bar, recognize and grow your strongest people, and address gaps early and honestly. You'll have the hard conversations yourself, with a plan and a follow-through.
• Own your team's results. Quality, responsiveness, and SLA delivery across the accounts your team supports - plus the day-to-day mechanics that get you there: triage by account risk, load balancing, coverage, and on-call rotation.
• Own escalations. Be the point of accountability when a strategic account escalates - driving it to resolution, keeping partners informed, and making sure it gets raised cleanly to Product or Engineering when it needs to.
• Partner with Account Management. Work shoulder-to-shoulder on shared accounts: surfacing risk, feeding product and account signals back, and making Premier a partner they rely on.
• Use data to decide. Read the quality, SLA, escalation, and volume trends; find the root cause; turn it into coaching or a process change.
• Build what's missing. Turn recurring patterns from your accounts into durable playbooks, documentation, and processes. Manage capacity as the book grows, so quality scales faster than headcount.
• Work with AI tools daily. Ramp is actively building AI into CX operations. You'll adopt and champion AI-powered workflows, help your team get fluent, and shape how these tools evolve.