Integrations Expert | Customer Experience

ABOUT RAMP 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. ABOUT THE ROLE Ramp is looking for an Integrations Expert to join our Customer Experience team, specializing in ERP and HRIS integrations. Ramp's ERP integrations are one of the core differentiated features of the platform, enabling finance teams to save time and money through seamless and automated coding and syncing of their financial information from Ramp to their core systems of record. As an Integrations Expert, you'll be the final escalation point for complex sync and configuration issues, owning high-sensitivity cases across platforms like NetSuite, QuickBooks, Sage Intacct, Xero, and Workday. This role is a hybrid of advanced technical troubleshooting, customer-facing support, and internal systems improvement. As a Senior member of CX, you'll handle the most ambiguous and systemic failures, lead live debugging sessions with customers and cross-functional partners (Product, Operations, Engineering, Post-Sales), and shape the playbooks that define Ramp's integration support excellence, helping democratize this troubleshooting to a broader team. You'll be stepping into a role with solid foundations but an evolving charter—you won't just run the playbook, you'll write it. Success in this role requires comfort with the unknown, a bias toward action, and a proven track record of building structure, relationships, and momentum from a blank slate. WHAT YOU’LL DO - Support Excellence: Serve as the expert point of contact for ERP/HRIS integration escalations via chat, email, and live Zoom support. - Advanced Troubleshooting: Resolve 85–95% of escalated sync/configuration issues without engineering intervention. - Systems Leadership: Scope platform gaps, propose architectural fixes, and advocate for system-level improvements in collaboration with Product, Engineering, and Implementation teams. - Documentation Ownership: Lead documentation for edge cases and systemic issues—updating playbooks, error indexes, and Guru cards. - Enablement & Mentorship: Run enablement sessions and mentor IC5 Integration Specialists across ERP workflows and tools. - Roadmap Input: Identify recurring customer friction and platform constraints, contributing to product discovery and tool prioritization. WHAT YOU NEED - 4+ years of experience supporting ERP/HRIS integrations or working in B2B SaaS customer support/solutions roles - Proven success resolving complex sync/config issues in at least one of the following ERPs: NetSuite, Sage Intacct, QuickBooks (Online/Desktop), or Xero - Proven ability to use customer insights and support data to influence product improvements—you don't just solve problems, you spot patterns, advocate for change, and help make the product better. - Strong judgment under ambiguity with the ability to make decisions on the fly and coach others - Comfortable with configuration consoles, admin panels, and cross-system troubleshooting - Excellent written and verbal communication—able to explain system behavior to both technical and non-technical audiences - Comfort with using support tooling (Zendesk, Salesforce, or equivalent) and working cross-functionally with Product, Sales, and Engineering teams. - Basic familiarity with APIs, file formats (e.g., CSV, JSON), and accounting software integrations. - Curiosity, adaptability, and a customer-first mindset. - Willingness to lead customer-facing calls and drive action in cross-functional settings NICE TO HAVES - Experience using Zendesk (macros, triggers, custom objects) - Familiarity with SQL or interpreting JSON/API payloads - Background in FinTech, accounting, or HR software environments - Prior enablement or technical training experience WHAT SUCCESS LOOKS LIKE - Autonomously leads and resolves high-sensitivity ERP/HRIS escalations - Trains and mentors peers through enablement sessions or doc ownership - Shapes Ramp’s integration experience through platform insights and feedback loops - Recognized as a system expert across 1–2 ERP platforms internally BENEFITS AVAILABLE TO ALL FULL-TIME RAMP EMPLOYEES (GLOBAL) • Flexible PTO • Unlimited AI token usage • Centralized home-office equipment ordering • Health and wellness stipend • Budget for intra-office travel • Weekly coffee stipend UNITED STATES • 100% medical, dental & vision insurance coverage for you, with partial coverage for dependents • One Medical annual membership • 401(k), including employer match on contributions made while employed by Ramp • Fertility HRA (up to $10,000 per year) • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay • Pet insurance • In-office perks: lunch, snacks, drinks, and more • Relocation support to NYC or SF (as needed) CANADA • Group medical, dental, and vision coverage through Sun Life • Life, AD&D, and disability coverage • Fertility drug coverage (up to $4,000 lifetime) • Group Retirement Plan with employer match (RRSP + DPSP) • Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100% pay, with additional time available at reduced pay • Employee Assistance Program and virtual care through Lumino Health UNITED KINGDOM • 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 REFERRAL INSTRUCTIONS If you are being referred for the role, please contact that person to apply on your behalf.   OTHER NOTICES Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.   Beware of recruiting scams: Ramp will only contact you through official @Ramp.com http://Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process.   Ramp Applicant Privacy Notice https://ramp.com/legal/applicant-privacy-notice