Customer Experience Specialist & Product Advocate

Warp; New York (NY); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

100% Health Coverage

401(k) Matching

Flexible PTO

Commuter Benefits

Catered Lunch Daily

Quarterly Offsites

Job summary

Warp is seeking a Customer Experience Specialist to be the frontline advocate for customers and a deep product expert on the Warp platform. You will join the growing Customer Experience team and partner with engineering and product to resolve cases end-to-end, turning customer pain into actionable insights.

You’ll own real-time engagement via chat, Slack, and email, help resolve complex issues, and contribute to a knowledge base that scales with product changes.

Qualifications

• 1–2+ years of customer support experience in a technical setting.
• Strong documentation and follow-up skills with attention to detail.
• High empathy with sharp problem-solving instincts.
• Experience with tools like Linear, Pylon, or Slack or ability to learn quickly.

Responsibilities

• 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
• 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

Skills

Customer support

Technical empathy

Documentation

Problem solving

Tools

Linear

Pylon

Slack

Job description

Warp is seeking a Customer Experience Specialist to be the frontline advocate for customers and a deep product expert on the Warp platform. You will join the growing Customer Experience team and partner with engineering and product to resolve cases end-to-end, turning customer pain into actionable insights.

You’ll own real-time engagement via chat, Slack, and email, help resolve complex issues, and contribute to a knowledge base that scales with product changes.