# Senior Customer Experience Manager

**Company:** [Warp](https://hotfix.jobs/companies/warp)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $112k – $181k/yr
**Experience:** 5+ years
**Skills:** Payroll Operations, Multi-State Compliance, Tax Filing, Support Team Management, Sla Management, Root Cause Analysis, Escalation Management, Data Analysis, Hris Systems, Quickbooks
**Posted:** 2026-05-26

> First Senior CX Manager building and leading the customer support function at an AI-native payroll platform. Own team, processes, SLAs, and escalations while driving resolution of complex payroll issues.

## Job Description

## What You’ll Do
- Own the support org — the people, process, metrics, culture, and escalations
- Set standards, hire to them, and hold the team accountable
- Develop managers and specialists; build career pathing and onboarding infrastructure
- Create a culture of accountability grounded in data and driven by outcomes
- Drive resolution of complex, high-stakes payroll issues end-to-end, orchestrating across product, engineering, tax, and benefits
- Build systems, runbooks, SLA frameworks, and escalation playbooks that prevent issues
- Conduct root cause analysis, surface trends to leadership, and partner with Product and Engineering to close systemic loops
- Act as the voice of the customer at leadership tables

## What You Need
- Have led and managed support teams with ownership of headcount, SLAs, performance reviews, and structure (not as a senior IC)
- Built support functions from scratch with a proven track record
- Managing managers or team leads is a strong plus
- 5–8 years in support operations or customer-facing leadership at a fintech, HRIS, or payroll platform
- Deep payroll knowledge: debug tax filing errors, untangle multi-state compliance, explain garnishments
- Hold people accountable without losing them; distinguish activity from results
- Communicate with precision at every level — de-escalate furious customers and brief CEOs on the same issue
- Stay composed under pressure; data-fluent, product-minded, and action-biased
- Write playbooks rather than wait for them

## Nice To Haves
- Familiarity with HRIS systems, accounting software (QuickBooks, Xero), or payroll platforms
- Experience at an early-stage or high-growth company
- Track record owning implementation metrics end-to-end with specific numbers attached

## Compensation
$112,000 – $181,000 OTE depending on experience, plus equity and full benefits.

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