Senior Customer Experience Manager

Warp•New York, NY

4d•$112,000 - $181,000

About The Position

Warp is seeking the first Senior CX Manager to build and lead their customer support organization. This role involves defining what great customer experience looks like, building and managing the team, and owning the overall outcome. The ideal candidate will have prior experience in a similar leadership role, a fast-paced approach, and a desire to contribute to a company that is revolutionizing payroll. The Senior CX Manager will be responsible for the entire support organization, including its people, processes, metrics, culture, and escalations. This includes setting standards, hiring talent, developing managers and specialists, creating scalable career paths and onboarding, and fostering a data-driven culture of accountability. The role also involves handling complex, high-stakes payroll issues, orchestrating resolutions across product, engineering, tax, and benefits teams, and developing systems, runbooks, SLA frameworks, and escalation playbooks. The Senior CX Manager will act as the voice of the customer, conducting root cause analysis, reporting trends to leadership, and collaborating with Product and Engineering to address systemic issues.

Requirements

Experience leading and managing support teams, not just as a senior individual contributor.
Proven track record of building teams and processes from scratch.
5–8 years in support operations or a customer-facing leadership role.
Meaningful experience at a fintech, HRIS, or payroll platform.
Deep payroll knowledge, including debugging tax filing errors, untangling multi-state compliance issues, and explaining garnishments.
Ability to hold people accountable without alienating them.
Focus on results over activity.
Precise communication skills at all levels, capable of de-escalating customer issues and briefing executives.
Composure in high-pressure situations.
Data-fluent, product-minded, and action-oriented.
Ability to create playbooks and systems proactively.

Nice To Haves

Experience managing managers or team leads.
Familiarity with HRIS systems, accounting software (e.g. QuickBooks, Xero), or other payroll platforms.
Experience at an early-stage or high-growth company.
Track record of owning implementation metrics end-to-end with specific numbers.

Responsibilities

Build and lead the customer support organization, including people, process, metrics, culture, and escalations.
Set standards for customer experience and hire to those standards.
Develop managers and specialists, and build career pathing and onboarding infrastructure.
Create a culture of accountability grounded in data and driven by outcomes.
Handle complex, high-stakes, or multi-team payroll issues.
Drive end-to-end resolution by orchestrating across product, engineering, tax, and benefits.
Develop systems, runbooks, SLA frameworks, and escalation playbooks.
Conduct root cause analysis and surface trends to leadership.
Partner with Product and Engineering to address systemic issues.
Act as the voice of the customer in all interactions.