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.

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

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

Customer Experience Specialist

Responsibilities

Qualification

Required

Benefits

Company

Warp

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