Senior Customer Experience Specialist

Responsibilities

• Own complex and high-priority customer escalations across chat, Slack, email, and calls.
• Serve as a payroll and product expert for customers.
• Lead customer communication during sensitive situations, providing clear updates and setting expectations through resolution.
• Partner with engineering on complex cases by reproducing issues, providing context, and driving cases through resolution.
• Identify recurring customer issues and recommend improvements to leadership, product, and engineering.
• Mentor CX Specialists and serve as a resource for escalations, product questions, and best practices.
• Improve team processes, documentation, escalation paths, and customer-facing resources.
• Communicate with third-party partners integrated with Warp on behalf of customers.

Requirements

• 4+ years of customer support, customer experience, or customer operations experience.
• Strong payroll knowledge and comfort navigating complex payroll and tax questions.
• Direct payroll experience strongly preferred, particularly troubleshooting complex payroll issues.
• Experience owning customer escalations and communicating through sensitive situations.
• Strong documentation, problem-solving, and prioritization skills.
• Experience mentoring or supporting more junior team members.
• Exceptional communication skills, especially in high-stakes customer situations.
• Ability to take ownership of difficult issues from first contact through resolution.
• Ability to identify patterns, root causes, and improvement opportunities.
• Comfort working in a fast-paced environment where processes are still being built.

Benefits

• 100% health coverage with medical, dental, and vision plans for employees and dependents.
• 401(k) matching.
• Unlimited PTO.
• Pre-tax commuter benefits.
• Catered lunch daily.
• Quarterly offsites.
• On-site work five days per week in the New York City office.