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

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

Customer Experience Specialist

Key skills