Customer Experience Specialist

Warp is an automated back-office platform for startups that simplifies HR, payroll, and tax compliance using AI agents. The Customer Experience Specialist is a frontline customer advocate and product expert who partners closely with engineering and product to resolve complex cases end-to-end and prevent recurring issues.

• Own real-time customer engagement via chat, Slack, and email while 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 act as an internal resource on platform functionality
• Partner with engineering on customer cases by providing context, reproducing issues, and driving cases through to resolution
• Translate customer-reported issues into clear, well-documented technical briefs for engineering and product
• Identify recurring/root-cause issues and propose recommendations to leadership to enable proactive prevention
• Communicate with third-party partners integrated with Warp on behalf of customers
• Build and maintain a customer-facing knowledge base aligned with product rollouts and common queries

• 2–3+ years of customer support experience, ideally in a technical or product-forward environment
• Background in payroll or financial services
• Ability to translate complex or technical issues into plain language for customers and internal teams
• Strong documentation and follow-up skills with meticulous attention to detail
• High customer empathy with strong problem-solving instincts
• Experience with Linear, Pylon, or Slack (or ability to learn quickly)
• Ability to manage multiple cases simultaneously and take ownership end-to-end
• Comfort working in a fast-paced environment with evolving processes

• Compensation: OTE $85,000–$105,000 plus equity; compensation range listed as $90,000–$110,000