Associate Manager, Premier Support

About the role

You will lead and develop a team of senior specialists who own the highest-stakes customer interactions at Ramp. You will be accountable for coaching, performance, and escalations on critical enterprise accounts. You will partner directly with Account Management to shape account strategy and execution. You will build the operating model for a growing Premier Support organization from the playbook stage onward. You will use data rigorously to drive coaching, process change, and capacity planning. You will own the end-to-end support experience for the most complex customers in the most consequential moments. You will champion AI adoption and help your team build fluency with new tools as they launch.

Key facts

What you'll do

• Lead and develop a team of senior specialists, running weekly 1:1s, delivering feedback that changes behavior, and building development plans that grow real ownership and judgment.
• Own performance directly by setting a clear bar, recognizing and growing your strongest people, and addressing gaps early and honestly through difficult conversations with a plan and follow-through.
• Own your team's results including quality, responsiveness, and SLA delivery across the accounts your team supports, plus the day-to-day mechanics such as triage by account risk, load balancing, coverage, and on-call rotation.
• Own escalations by being the point of accountability when a strategic account escalates, driving it to resolution, keeping partners informed, and ensuring it gets raised cleanly to Product or Engineering when needed.
• Partner with Account Management by working 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 by reading quality, SLA, escalation, and volume trends, finding root causes, and turning insights into coaching or process changes.
• Build what is missing by turning recurring patterns from your accounts into durable playbooks, documentation, and processes, and managing capacity as the book grows so quality scales faster than headcount.
• Work with AI tools daily by adopting and championing AI-powered workflows, helping your team get fluent, and shaping how these tools evolve as Ramp integrates them into CX operations.
• Lead through change as Premier will look different in six months, making that evolution manageable for your team and anticipating changes before they arrive.
• Coach specialists who operate with real autonomy, hold a high bar for quality and responsiveness when stakes are high, and are the people the team escalates to when an account faces challenges.
• Translate strategic account direction into concrete support actions and ensure alignment between account strategy and the support experience.
• Design the operating rhythm for a new team, defining workflows, escalation paths, and ownership models before they break under pressure.
• Spot where the support model breaks early and design contingencies so critical accounts never experience disruption.
• Surface customer behavior and operational patterns to Product and Engineering to influence roadmap priorities for the Premier portfolio.
• Maintain continuity across accounts by documenting decisions, playbooks, and tribal knowledge so the team remains resilient through turnover.
• Balance proactive outreach with reactive firefighting to keep both satisfaction and resolution quality at the highest level.
• Represent the voice of the customer in internal forums to ensure support realities inform product and go-to-market decisions.
• Drive adoption of Ramp products within Premier accounts by coaching specialists on discovery, problem framing, and solution design.

Requirements

• Minimum 2 years of people-management experience with direct accountability for others' performance, development, and difficult feedback.
• Experience building and leading a team from a small state into a repeatable operating model.
• Demonstrated ability to manage high-stakes, high-urgency situations while maintaining quality and empathy.
• Comfort working with data, process, and documentation to drive consistency and clarity at scale.
• Strong written and verbal communication to partner with senior stakeholders and represent customers internally.
• Proven capacity to coach others through concrete feedback and development plans that change behavior and improve outcomes.
• Experience managing complex stakeholders and aligning on priorities without direct authority.
• Willingness to own outcomes end to end and escalate issues cleanly when they exceed your scope.

Nice to have

• Background in finance, corporate cards, bill payments, or transaction operations.
• Experience in a support or operations role at a high-growth B2B SaaS company.
• Familiarity with AI tools and workflows in a professional setting.
• Experience managing enterprise or strategic account relationships.
• Track record of building playbooks and standard operating procedures from recurring challenges.

Practical notes

This role is full_time based in New York, NY (HQ). The position requires availability for on-call rotation as part of supporting critical enterprise accounts. Travel is not required for this role. Visa sponsorship may be considered for eligible candidates. Applicants must meet the requirements listed in the job description. The company reserves the right to update processes and operating cadence as the organization scales.