Sr. Customer Experience Specialist

Warp is the AI-native Employee Management Platform for ambitious companies, offering HRIS, payroll, IT, benefits, and tax compliance built from scratch on an AI-native architecture. The company processes over half a billion dollars annually in payroll and has raised over $85M from investors including Ashton Kutcher/Sound Ventures, Y Combinator, and founders of Dropbox and Replit.

As a Senior Customer Experience Specialist, you'll be a senior product and payroll expert on the Customer Experience team, reporting to the Sr. Customer Experience Manager. You'll own the most complex customer issues and high-impact escalations, 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.

• Own complex and high-priority customer escalations across chat, Slack, email, and calls
• Serve as a payroll and product expert for 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

• 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

$70K – $95K USD salary plus equity.

• 100% health coverage: comprehensive medical, dental, and vision plans for you and your dependents
• 401(k) matching from day one
• Unlimited/flexible PTO
• Pre-tax commuter benefits for your daily trip to the NYC office
• Catered lunch daily
• Quarterly offsites

Remote, based in New York. Warp is based in New York City; most of the team works in-office 5x per week, but this position's working model is remote per the posting.