# Senior Customer Experience Specialist

**Company:** [Warp](https://hotfix.jobs/companies/warp)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $70k – $95k/yr
**Experience:** 4+ years
**Skills:** Payroll, Payroll Tax, Customer Support, Customer Escalations, Customer Experience, Slack, Email Support, Problem Solving, Documentation, Prioritization, Mentoring
**Posted:** 2026-08-18

> Senior customer experience professional responsible for resolving complex payroll and product issues, leading sensitive escalations, partnering with engineering, and mentoring CX teammates. The role requires 4+ years of customer support or operations experience, strong payroll expertise, and exceptional communication.

## Job Description

## 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.

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