Customer Experience Specialist

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

What You Need

• 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

Compensation

On Target Earnings (OTE): $54,600–$85,300 plus equity, based on location and qualifications of candidate.