Associate Manager, Premier Support (Customer Experience)

About the role

Ramp is hiring an Associate Manager to lead Premier Support, a small team of senior specialists who are the daily point of contact for Ramp's largest and most complex Enterprise and Strategic accounts. This is a people-leadership job first, owning coaching, performance, SLA delivery, and escalations for a high-touch, relationship-led B2B support team.

Requirements

• Minimum 2 years of people-management experience with direct accountability for others' performance, development, and difficult conversations
• Minimum 4 years in customer-facing support, technical account management, or customer success, including experience with enterprise or complex B2B accounts
• Demonstrated ability to manage performance honestly and effectively
• Proven experience leading a team through significant change
• Strong analytical instincts, root cause analysis, data-driven decisions
• Excellent written and verbal communication with executives and customers
• Comfort leading in ambiguity while building the process
• Experience using AI tools to improve support or account workflows
• Availability to flex outside standard hours including weekend on-call rotation and occasional holiday coverage

What you'll do

• Lead and develop a team of senior specialists via weekly 1:1s and development plans
• Own performance directly, including hard conversations
• Own team results: quality, responsiveness, SLA delivery, triage, load balancing, coverage, on-call rotation
• Own escalations for strategic accounts, driving to resolution and looping in Product/Engineering
• Partner with Account Management on shared accounts
• Use data to find root causes and turn them into coaching or process change
• Build playbooks, documentation, and processes as the team scales
• Adopt and champion AI-powered workflows
• Lead the team through organizational change

Where this was posted

• LinkedIn

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