Customer Experience Specialist
ABOUT THE ROLE
As a Customer Experience Specialist at Warp, you'll be the frontline advocate for our customers and a deep product expert on the Warp platform. You'll join our growing Customer Experience team — reporting to the Head of Customer Success — and serve as the go-to person when customers need guidance, answers, or hands-on support. This isn't a ticket-submitting role. You'll be a true partner in resolving customer cases end-to-end, translating real customer pain into actionable insights for our engineering and product teams, and getting ahead of issues before they become patterns.
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
YOU WILL BE GOOD FOR THIS ROLE IF YOU
- Are genuinely curious about how products work and motivated to become a subject matter expert
- Can translate complex or technical issues into plain language — for customers and internal teams alike
- Spot patterns in customer feedback and think about root causes, not just quick fixes
- Take ownership of customer cases from first touch to full resolution
- Thrive in a fast-paced environment where processes are still being built
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