Customer Support Specialist

Warp; New York (NY); Remote; USD 75,000 - 90,000; Full time

Job summary

Join an innovative startup that is revolutionizing back-office operations for businesses. As a Customer Support Specialist, you'll be the frontline advocate for customers, ensuring they receive exceptional service throughout their journey with payroll and tax solutions. This role offers the opportunity to build lasting relationships while resolving complex payroll challenges and guiding new customers through implementation. With a focus on high craftsmanship and attention to detail, you'll thrive in a dynamic environment alongside a driven team in NYC. Embrace the adventure with us and make a significant impact in the world of HR and payroll.

Qualifications

• 2-3+ years of customer support experience required.
• Strong documentation and follow-up skills essential.

Responsibilities

• Lead real-time customer engagement via chat, Slack, and email.
• Guide new customers through payroll implementation.

Skills

Customer Support Experience

Multitasking

Documentation Skills

Attention to Detail

Customer-centric Mindset

Tools

Zendesk

Slack

Linear

Job description

About Warp

Warp is an automated back-office platform for startups.

Warp enables you to set up HR, payroll, and tax compliance for your team in just 10 minutes. Using AI Agents, we automate all state tax registrations and filings, monitor compliance across hundreds of tax jurisdictions, and allow founders to focus on their core business without HR ops concerns.

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

Many of the fastest-growing startups already rely on Warp. We are expanding rapidly and aim to process $1BN in payroll transactions annually by the end of 2025. We have exciting infrastructure, engineering, product, and go-to-market opportunities ahead and seek exceptional team members to join us on this journey.

About The Role

We are hiring a Customer Support Specialist to be the frontline advocate for our customers, ensuring they receive outstanding service throughout their journey with our payroll and tax solutions. You will work closely with our Head of Customer Success and CEO, serving as the primary contact for customer inquiries and providing technical expertise and support to foster strong relationships.

What You’ll Do

1. Lead real-time customer engagement via chat, Slack, and email, ensuring high service quality and quick response times.
2. Assist new customers with payroll setup and process onboarding.
3. Resolve complex payroll issues, including tax notices and payment problems.
4. Build trusted relationships with customers as their knowledgeable advisor.
5. Monitor pending payments and follow up as needed.
6. Provide proactive guidance based on deep product knowledge.
7. Collaborate with the Customer Success Manager to improve service delivery and processes.

What You Need

1. 2-3+ years of customer support experience.
2. Exceptional multitasking skills across email, chat, and ticket systems.
3. Strong documentation and follow-up skills to ensure all customer needs are addressed.
4. Meticulous attention to detail and high customer empathy.
5. Experience with tools like Linear, Zendesk, or Slack, or ability to learn quickly.
6. A customer-centric mindset focused on satisfaction.
7. Ability to manage projects to completion under tight deadlines.

Nice To Haves

1. Prior experience in a customer-facing role.
2. Background in payroll or financial services.
3. Experience with multiple communication platforms.
4. Familiarity with CRM systems.
5. Experience working in fast-paced environments.
6. Ability to translate technical concepts into simple language.

Working At Warp

This role requires high ownership and flexibility. You may need to work late or handle urgent issues. We prioritize craftsmanship, attention to detail, and excellence, working in person in NYC with a top-tier team. We are open to remote candidates based in the United States.

Compensation Range: $75K - $90K