Sr. Customer Experience Specialist

Warp • New York, NY

4d • $70,000 - $95,000 • Onsite

About The Position

As 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.

Requirements

• 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
• Strong payroll knowledge and are comfortable navigating complex payroll and tax questions
• 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

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

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