Customer Experience Specialist

Warp is the AI-native Employee Management Platform for ambitious companies, offering HRIS, payroll, benefits, IT, tax compliance, and more, all built from scratch on one AI-native platform. The company has raised $85M from Battery Ventures, Sapphire Ventures, Peak XV, Sound Ventures, and Y Combinator, and processes billions in annual payments for high-growth companies across the US and globally.

As a Customer Experience Specialist at Warp, you'll be the frontline advocate for customers and a deep product expert on the Warp platform. You'll join the 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 engineering and product teams, and getting ahead of issues before they become patterns.

• 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 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

• 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

• 1–2+ years of customer support experience, ideally in a technical or product-forward environment
• 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

Nice to have: background in HR, payroll, or financial services.

• 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.
• Flexible PTO: We offer uncapped 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, Catskills, and San Francisco.

Warp is based in New York City, and most of our team works together in-office 5x per week. Please refer to the top of this page for this position's hiring location and working model.