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Customer Experience Specialist

Warp· Customer Success
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Hybrid (New York)$60k - $85kFull-timePosted 11mo ago

About the role

Frontline customer advocate and product expert at Warp, responsible for end-to-end resolution of customer cases, translating feedback into actionable insights for engineering and product teams, and proactively preventing recurring issues.

Responsibilities

  • 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

Qualifications

  • 1–2+ 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

Skills

Required:Customer supportDocumentationTechnical communicationTool proficiency

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
  • Flexible PTO: Uncapped flexible PTO
  • Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office
  • Catered Lunch Daily: Great food, every day, on us
  • Quarterly Offsites: Locations include Spain, Catskills, and San Francisco
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Warp

AI-native HR and Payroll for Startups.

Warp is the only AI-native HR & Payroll platform that runs itself. Instead of clicking through clunky dashboards or .gov websites for taxes, Warp’s AI agents open every state tax account, file every payroll form, and resolve every notice - automatically. 500+ fast-growing startups (Bland AI, Julius AI, Reducto, Cluely, Greptile and more) trust Warp to stay compliant while they build their companies. We’ve raised $25M from Sound Ventures (Ashton Kutcher), A-Star, Abstract, Drew Houston & Arash Ferdowsi (Dropbox), Balaji Srinivasan, Amjad Masad (Replit), Kyle Vogt (Cruise), SV Angel & Homebrew Capital.

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