Customer Experience Specialist

Customer Experience Specialist

Warp is building self-driving employee management. Payroll, tax compliance across thousands of jurisdictions, benefits, IT, and HRIS that runs autonomously so companies never have to think about back-office operations again. We process hundreds of millions in payments across 1,000+ companies. Revenue has grown 5x+ YoY for two years. We're a team of ~40 in NYC in Flatiron, scaling fast, and expecting to be 100 people by end of year. The incumbents (ADP, Paylocity, Paychex) built their businesses by profiting from complexity. Even the modern players are bolting chatbots onto legacy systems. Warp is built from day one for AI to be the primary operator, not a feature. Every advance in LLM capability widens our lead. We hire people who ship constantly, own outcomes, and care about craft. We're in the office five days a week because speed and proximity are a competitive advantage at this stage. If you want to build something that automates an entire category of core work, not just another point solution, this is the place. Backed by $25M+ from Ashton Kutcher/Sound Ventures, Y Combinator, founders of Dropbox, Replit, SV Angel, and Homebrew Capital. Built by an obsessive team from MIT, Ramp, Brex, Google, Dropbox, Apple, and more.

About The Role

As a Customer Experience Specialist at Warp, you'll be the frontline advocate for our customers and a deep product expert on the Warp platform. You'll join our growing Customer Experience team reporting to the Head of Customer Success and serve as the go-to person when customers need guidance, answers, or hands-on support. This isn't a ticket-submitting role. You'll be a true partner in resolving customer cases end-to-end, translating real customer pain into actionable insights for our engineering and product teams, and getting ahead of issues before they become patterns.

What You'll Do

• Own real-time customer engagement via chat, Slack, and email maintaining high service quality and fast response times
• Resolve complex payroll challenges including tax notices and payment issues
• Develop deep product expertise in Warp and serve as the team's internal resource for how the platform works
• Partner with engineering on customer cases context-setting, reproducing issues, and seeing them through to resolution rather than simply escalating
• Translate customer-reported issues into clear, well-documented technical briefs that engineering and product can act on
• Identify recurring or deep-rooted issues and bring them to leadership with recommendations shifting from reactive resolution to proactive prevention
• Communicate with third-party partners integrated with Warp on behalf of customers
• Build and maintain a customer-facing knowledge base that evolves with product rollouts and common queries

You Will Be Good For This Role If You

• Are genuinely curious about how products work and motivated to become a subject matter expert
• Can translate complex or technical issues into plain language for customers and internal teams alike
• Spot patterns in customer feedback and think about root causes, not just quick fixes
• Take ownership of customer cases from first touch to full resolution
• Thrive in a fast-paced environment where processes are still being built

What You Need

• 12+ years of customer support experience, ideally in a technical or product-forward environment
• Strong documentation and follow-up skills with meticulous attention to detail
• High customer empathy paired with sharp problem-solving instincts
• Experience with tools like Linear, Pylon, or Slack or ability to learn quickly
• Ability to manage multiple cases simultaneously without letting anything fall through the cracks
• Nice to have: background in HR, payroll, or financial services

Compensation

On Target Earnings (OTE): $54,600$85,300 plus equity, based on location and qualifications of candidate.