Customer Experience Specialist
About Warp
Warp is an automated back-office platform for startups.
Warp lets you set up HR, payroll, and tax compliance for your team in just 10 mins. Using AI Agents, we automate all state tax registrations and filings, monitor for compliance across hundreds of tax jurisdictions, enabling founders to never waste time on HR ops ever again.
We have raised $24M from top investors like Y Combinator, A-Star, Elad Gil, Drew Houston (CEO, Dropbox), Arash Ferdowsi (CTO, Dropbox), Balajis, Kyle Vogt (CEO, Cruise Automation) and SV Angel.
Some of the fastest growing startups today already run on Warp. We are growing quickly, and are on track to be processing $1BN in payroll transactions annually by end of 2025. In this next phase, we have some amazing infra, engineering, product, and GTM opportunities ahead of us this year, and we are looking for exceptional members to join us for this adventure.
About The Role
We’re hiring a Customer Support Specialist to be the frontline advocate for our customers, ensuring they receive exceptional service throughout their journey with our payroll and tax solutions. You will work closely with our Head of Customer Success and CEO and be the go-to person when a customer reaches out with inquiries and needs guidance. You'll serve as the primary point of contact for customer inquiries, providing technical expertise and timely support that builds lasting relationships.
What You’ll Do
Lead real-time customer engagement via chat, Slack, and email, maintaining high service quality and fast response times
Guide new customers through payroll implementation and process establishment
Resolve complex payroll challenges including tax notices and payment issues
Build trusted relationships with customers as their knowledgeable advisor
Monitor pending payments and implement follow-up procedures
Provide proactive guidance based on deep product knowledge
Collaborate with Customer Success Manager to enhance service delivery and processes
What You Need
2 - 3 + years of customer support experience
Exceptional multitasking abilities across email, chat, and ticket systems
Strong documentation and follow-up skills to ensure no customer needs are overlooked
Meticulous attention to detail and high customer empathy
Experience with tools like Linear, Zendesk, or Slack—or ability to learn quickly
Customer-centric mindset with focus on satisfaction
Ability to manage projects to completion while meeting tight deadlines
Nice To Haves
Prior experience in a customer-facing role
Background in payroll or financial services
Experience with multiple communication platforms
Familiarity with CRM systems
History of working in fast-paced environments
Demonstrated ability to translate technical concepts into simple language
Compensation
On Target Earnings (OTE): $90,000–$115,000
We review all applications, please do not reach out to anyone on the team.
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