Customer Experience Specialist

Customer Experience Specialist LocationNew YorkEmployment TypeFull timeLocation TypeHybridDepartmentCustomer SuccessCompensation$54.6K – $85.3K • Offers EquityAbout WarpWarp 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 RoleAs a Customer Experience Specialist at Warp, you'll be the frontline advocate for our customers and a deep product expert on the Warp platform. You'll join our 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 our engineering and product teams, and getting ahead of issues before they become patterns.What You’ll DoOwn real-time customer engagement via chat, Slack, and email — maintaining high service quality and fast response timesResolve complex payroll challenges including tax notices and payment issuesDevelop deep product expertise in Warp and serve as the team's internal resource for how the platform worksPartner with engineering on customer cases — context-setting, reproducing issues, and seeing them through to resolution rather than simply escalatingTranslate customer-reported issues into clear, well-documented technical briefs that engineering and product can act onIdentify recurring or deep-rooted issues and bring them to leadership with recommendations — shifting from reactive resolution to proactive preventionCommunicate with third-party partners integrated with Warp on behalf of customersBuild and maintain a customer-facing knowledge base that evolves with product rollouts and common queriesYou will be good for this role if you Are genuinely curious about how products work and motivated to become a subject matter expertCan translate complex or technical issues into plain language — for customers and internal teams alikeSpot patterns in customer feedback and think about root causes, not just quick fixesTake ownership of customer cases from first touch to full resolutionThrive in a fast-paced environment where processes are still being builtWhat You Need1–2+ years of customer support experience, ideally in a technical or product-forward environmentStrong documentation and follow-up skills with meticulous attention to detailHigh customer empathy paired with sharp problem-solving instinctsExperience with tools like Linear, Pylon, or Slack — or ability to learn quicklyAbility to manage multiple cases simultaneously without letting anything fall through the cracksNice to have: background in HR, payroll, or financial servicesBenefits 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...