Customer Experience Specialist

Customer Experience Specialist

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
12+ 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
Benefits at Warp:
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.
Warp is based in New York City, and we prioritize candidates who can commit to being on-site 5x per week.