About The RoleAs 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 resolution
- Think 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.
