Sr. Customer Experience Specialist

Warp
New York
Workplace: OnsiteFull timeUSD 70,000 - 95,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["Communication","Ownership","Problem-solving","Prioritization","Mentorship"]

Own Warp’s most complex customer escalations end-to-end across chat, Slack, email, and calls. Serve as a senior payroll and product expert, leading sensitive communications with clear expectations through resolution. Partner with engineering to reproduce and drive fixes, identify recurring issues, and mentor CX Specialists to strengthen processes, documentation, escalation paths, and customer-facing resources as the team scales.

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Warp
Warp
1 day ago

Sr. Customer Experience Specialist

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Last checked: 3 hours agoStatus: Live

Job Summary

Own Warp’s most complex customer escalations end-to-end across chat, Slack, email, and calls. Serve as a senior payroll and product expert, leading sensitive communications with clear expectations through resolution. Partner with engineering to reproduce and drive fixes, identify recurring issues, and mentor CX Specialists to strengthen processes, documentation, escalation paths, and customer-facing resources as the team scales.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own complex, high-priority customer escalations across chat, Slack, email, and calls.
  • •Serve as a payroll and product expert for customers, guiding resolution end-to-end.
  • •Lead customer communication during sensitive situations with clear updates and expectations.
  • •Partner with engineering on complex cases by reproducing issues, providing context, and driving resolution.
  • •Identify recurring customer issues and recommend improvements; mentor CX Specialists and strengthen CX processes and documentation.

Pay and Benefits

Salary: USD 70,000 - 95,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kPaid LeaveCommuter BenefitsMeal Allowance

Key Requirements

  • •4+ years of customer support, customer experience, or customer operations experience.
  • •Strong payroll knowledge and comfort handling complex payroll and tax questions.
  • •Experience owning customer escalations and communicating through sensitive situations.
  • •Strong documentation, problem-solving, and prioritization skills.
  • •Experience mentoring or supporting more junior team members.
Experience:4+ yearsPayrollCustomer supportCustomer experience
Skills:CommunicationOwnershipProblem-solvingPrioritizationMentorship

Company Brief

Warp
Develops Warp, a modern GPU-accelerated terminal built for teams and developers that combines a collaborative, graphical interface with productivity features, extensibility, and performance improvements over traditional terminals.
Industry: Developer Tools
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2019
Website