Customer Experience Specialist

Job description

ABOUT WARP Warp is the AI-native Employee Management Platform for ambitious companies. Our platform includes HRIS, payroll, IT, benefits, tax compliance, and more - all built from scratch on an AI-native architecture from day 1. Warp embeds itself into every part of a company's people operating layer, we process over half a billion $ annually in payroll, on track to grow to $2B. Legacy vendors in our space built their businesses by profiting from complexity. 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. If you want to build something that automates an entire category of core work, not just another point solution, this is the place. We've raised over $85M from top investors like 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 - 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. - Unlimited PTO: We offer 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 and Catskills. 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.