Sr. Customer Experience Specialist

warp; New York (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Health coverage

401(k) matching

Unlimited PTO

Commuter benefits

Catered lunch daily

Quarterly offsites

Job summary

Warp is seeking a Senior Customer Experience Specialist to own complex escalations and act as a payroll and product expert for our customers. You will partner with engineering and product to resolve issues, and mentor junior team members to raise the bar for the CX team.

You will manage high-stakes communications across multiple channels, document processes, and help scale our processes as the CX organization grows, while being on-site at our NYC office.

Qualifications

• 4+ years of customer support, customer experience, or customer operations experience.
• Direct payroll experience strongly preferred, particularly for complex payroll issues.
• Experience owning customer escalations and communicating through sensitive situations.
• Strong documentation, problem-solving, and prioritization skills.
• Experience mentoring or supporting more junior team members.

Responsibilities

• Own complex and high-priority customer escalations across chat, Slack, email, and calls.
• Serve as a payroll and product expert for Warp's customers.
• Lead customer communication during sensitive situations, providing updates and setting expectations through resolution.
• Partner with engineering on complex cases, reproducing issues and driving resolution.
• Identify recurring issues and recommend improvements to leadership, product, and engineering.
• Mentor CX Specialists and provide a go-to resource for escalations and best practices.
• Help improve team processes, documentation, escalation paths, and customer-facing resources as CX scales.
• Communicate with third-party partners integrated with Warp on behalf of customers.

Skills

Payroll knowledge

Exceptional communication

Ownership & accountability

Mentoring others

Documentation skills

Problem solving

Prioritization

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. We're in the office five days a week because speed and proximity are a competitive advantage at this stage. 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 Senior Customer Experience Specialist at Warp, you'll be a senior product and payroll expert on our Customer Experience team, reporting to our Sr. Customer Experience Manager. You'll own our most complex customer issues and high-impact escalations. You'll manage sensitive cases end-to-end, partner closely with engineering and product, and help raise the bar for the broader CX team through mentorship, stronger processes, and proactive problem-solving.

What You’ll Do

• Own complex and high-priority customer escalations across chat, Slack, email, and calls
• Serve as a payroll and product expert for our customers
• Lead customer communication during sensitive situations, providing clear updates and setting expectations through resolution
• Partner with engineering on complex cases, reproducing issues, providing context, and driving them through resolution
• Identify recurring customer issues and recommend improvements to leadership, product, and engineering
• Mentor CX Specialists and serve as a go-to resource for escalations, product questions, and best practices
• Help improve team processes, documentation, escalation paths, and customer-facing resources as CX scales
• Communicate with third-party partners integrated with Warp on behalf of customers

You will be good for this role if you

• Have strong payroll knowledge and are comfortable navigating complex payroll and tax questions
• Are an exceptional communicator, especially in high-stakes customer situations
• Take ownership of difficult issues from first touch through full resolutionThink beyond individual cases to identify patterns, root causes, and opportunities for improvement
• Enjoy mentoring teammates and raising the quality bar across a growing team
• Thrive in a fast-paced environment where processes are still being built

What You Need

• 4+ years of customer support, customer experience, or customer operations experience
• Direct payroll experience strongly preferred, particularly troubleshooting complex payroll issues
• Experience owning customer escalations and communicating through sensitive situations
• Strong documentation, problem-solving, and prioritization skills
• Experience mentoring or supporting more junior team members

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 we prioritize candidates who can commit to being on-site 5x per week. Please refer to the top of this page for this position's hiring location.