Customer Experience Specialist

About the job

ABOUT WARP

Warp is the AI-native Employee Management Platform for ambitious companies. HRIS, payroll, benefits, IT, tax compliance, and more, all built from scratch on one AI-native platform.

Every company runs on its people, and the software that manages them is some of the oldest in the enterprise. Incumbents like ADP and Workday built their businesses on complexity and large ops teams. Warp is built for AI to be the primary operator. Every advance in LLM capability widens our lead.

We process $X billion in annual payments for high-growth companies across all 50 US states + globally.

We've raised $85M from Battery Ventures, Sapphire Ventures, Peak XV, Sound Ventures (Ashton Kutcher), and Y Combinator, alongside operators including Tobi Lütke (Shopify), Claire Hughes Johnson (Stripe), and the founders of Dropbox and Replit. Our team comes from MIT, Ramp, Brex, Google, Gusto, Rippling, and more.

We hire people who ship constantly, own outcomes, and care about craft. If you want to automate an entire category of work that every company depends on, this is the place.

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'LL BE A GREAT FIT 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:

• 1–2+ 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

BENEFITS AT WARP:

• 100% Health Coverage: Comprehensive medical, dental, and vision plans for you and your dependents.

• 401(k) Matching: Start investing in your future from day one.

• Flexible PTO: We offer uncapped flexible PTO, meaning you’re trusted to take the time you need to recharge while balancing your responsibilities and team commitments.

• Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office.

• Catered Lunch Daily: Great food, every day, on us. No meal prep, no decision fatigue.

• Quarterly Offsites: Beautiful locations to connect as a team. Past locations include Spain, Catskills, and San Francisco.

Warp is based in New York City, and most of our team works together in-office 5x per week. Please refer to the top of this page for this position's hiring location and working model.