Sr. Customer Experience Specialist

Senior Customer Experience Specialist

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.
What You'll Do

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
You Will Be Good For This Role If You

Have strong payroll knowledge and are comfortable navigating complex payroll and tax questions
Are an 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
What You Need

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
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. Please refer to the top of this page for this position's hiring location.