Warp

Customer Experience Specialist

Warp

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $65,000 - $85,000 per year

About the role

  • 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

Requirements

  • 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
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer supporttechnical documentationproblem-solvingissue resolutionproduct expertise
Soft Skills
customer empathyattention to detailcommunicationmultitaskingproactive prevention