Customer Experience Specialist

Customer Experience Specialist ABOUT WARP Warp is the AI-native employee management platform that runs itself. Payroll, multi-state compliance, benefits, and IT vanish so teams never have to think about them. Trusted by 1,000+ companies. We believe the next great companies won't add features. They'll remove work. Our AI agents navigate thousands of government portals, open state tax accounts, resolve compliance notices, and file forms upstream, before any of it ever surfaces. Companies scale from 5 to 500+ employees without adding HR headcount. Most platforms track operations. We handle them entirely. Warp uses obsessive engineering and a philosophy of subtraction to solve complexity that others won't touch. The goal is simple: it works in the background while you build your company. As one founder put it: "Using Warp feels like the first time I used Linear or Superhuman. The realization that payroll can just work." Backed by $25M from Sound Ventures, Y Combinator, and the founders of Dropbox, Replit, OpenAI and Cruise. Team of ~34 from Stripe, Brex, Ramp, Google, Apple, Palantir, and MIT. ABOUT THE ROLE As 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 DO - 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 YOU WILL BE GOOD FOR THIS ROLE IF YOU - 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 WHAT YOU NEED - 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 COMPENSATION On Target Earnings (OTE): $65,000–$85,000 plus equity We review all applications, please do not reach out to anyone on the team.