Customer Experience Specialist
$85k - $105k USD
About Warp
Warp is an automated back-office platform for startups.
Warp lets you set up HR, payroll, and tax compliance for your team in just 10 mins. Using AI Agents, we automate all state tax registrations and filings, monitor for compliance across hundreds of tax jurisdictions, enabling founders to never waste time on HR ops ever again.
We have raised $24M from top investors like Y Combinator, A-Star, Elad Gil, Drew Houston (CEO, Dropbox), Arash Ferdowsi (CTO, Dropbox), Balajis, Kyle Vogt (CEO, Cruise Automation) and SV Angel.
Some of the fastest growing startups today already run on Warp. We are growing quickly, and are on track to be processing $1BN in payroll transactions annually by end of 2025. In this next phase, we have some amazing infra, engineering, product, and GTM opportunities ahead of us this year, and we are looking for exceptional members to join us for this adventure.
About The Role
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
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 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
2–3+ years of customer support experience, ideally in a technical or product-forward environment
Background in payroll or financial services
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
Compensation
On Target Earnings (OTE): $85,000–$105,000 plus equity
We review all applications, please do not reach out to anyone on the team.