Associate Manager, Premier Support (Customer Experience)

📋 Description

• Lead and develop a team of senior Premier Support specialists.
• Coach, provide feedback, and build development plans to grow ownership and judgment.
• Own team performance, set a high bar for quality and responsiveness, and handle escalations.
• Manage SLA delivery and day-to-day operations across accounts your team supports.
• Collaborate with Account Management to align on account strategy and support experience.
• Shape playbooks, processes, and capacity planning as the team scales.

🎯 Requirements

• Minimum 2 years of people-management experience.
• Minimum 4 years in customer-facing support, technical account management, or customer success with
• Proven ability to manage performance and have difficult conversations.
• Experience leading teams through significant change (reorgs, new operating models, migrations).
• Strong analytical instincts and data-driven decision making.
• Excellent written and verbal communication, comfortable with executives and escalation scenarios.

🎁 Benefits

• Global benefits for full-time Ramp employees (flexible PTO, home-office equipment, health stipend
• US benefits: 100% medical/dental/vision for you, One Medical, 401(k) with employer match, Fertility
• Canada/UK/Mexico/Other regions provide a range of health, retirement, and parental benefits.