Customer Experience Specialist

Warp • New York, NY

1d • $85,000 - $105,000

About The Position

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.

Requirements

• 2–3+ years of customer support experience, ideally in a technical or product-forward environment
• Background in payroll or financial services
• 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

Responsibilities

• Own real-time customer engagement via chat, Slack, and email — maintaining high service quality and fast response times
• Guide new customers through payroll implementation and process establishment
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed