Customer Experience Specialist

Warp; New York (NY); On-site; USD 85,000 - 105,000; Full time

Job summary

A tech-driven back-office platform is seeking a Customer Experience Specialist. You will be the frontline advocate for customers, guiding them through payroll implementation and resolving complex issues. Ideal candidates have 2-3 years of customer support experience in a technical environment, a background in payroll or financial services, and strong documentation skills. The role offers a competitive salary of $85,000–$105,000 plus equity, in a dynamic and fast-paced setting.

Qualifications

• 2–3+ years of customer support experience, ideally in a technical environment.
• Strong documentation and follow-up skills with attention to detail.
• Background in payroll or financial services is preferred.

Responsibilities

• Engage with customers via chat, Slack, and email maintaining service quality.
• Guide customers through payroll implementation.
• Resolve complex payroll challenges including tax notices.

Skills

Customer support experience

Technical problem-solving

Documentation skills

Customer empathy

Tools

Linear

Pylon

Slack

Job description

About Warp

Warp is an automated back‑office platform for startups.

Warp lets you set up HR, payroll, and tax compliance for your team in just 10 mins. Using AI Agents, we automate all state tax registrations and filings, monitor for compliance across hundreds of tax jurisdictions, enabling founders to never waste time on HR ops ever again.

We have raised $24M from top investors like Y Combinator, A-Star, Elad Gil, Drew Houston (CEO, Dropbox), Arash Ferdowsi (CTO, Dropbox), Balajis, Kyle Vogt (CEO, Cruise Automation) and SV Angel.

Some of the fastest growing startups today already run on Warp. We are growing quickly, and are on track to be processing $1BN in payroll transactions annually by end of 2025. In this next phase, we have some amazing infra, engineering, product, and GTM opportunities ahead of us this year, and we are looking for exceptional members to join us for this adventure.

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

• Guide new customers through payroll implementation and process establishment

• 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

• 2–3+ years of customer support experience, ideally in a technical or product‑forward environment

• Background in payroll or financial services

• 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

Compensation

On Target Earnings (OTE): $85,000–$105,000 plus equity

We review all applications, please do not reach out to anyone on the team.