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, o