Customer Experience Specialist
Handles frontline customer support for Warp's AI-driven payroll/HR platform via chat, email, and Slack. Resolves complex payroll issues, partners with engineering on technical cases, and identifies patterns to improve the product. Requires 1-2+ years support experience and strong problem-solving.
About the job
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.
Skills
Slack, Linear, Pylon, Payroll Systems, Hr Software, Technical Troubleshooting, Customer Support Tools, Knowledge Base Management
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