---
title: 'Sr. Customer Experience Specialist at Warp'
canonical: 'https://feeny.ai/job/sr-customer-experience-specialist-warp-new-york-p78mr6dfa080'
type: 'job'
last_seen: '2026-09-10'
---

# Sr. Customer Experience Specialist at Warp

- **Company:** Warp
- **Location:** New York, NY
- **Compensation:** $70k–$95k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-18
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/warp/e236a9ba-b4a1-4eba-be63-92d724eae247

## Job description

## About Warp

Warp is the AI-native Employee Management Platform for ambitious companies. Our platform includes HRIS, payroll, IT, benefits, tax compliance, and more - all built from scratch on an AI-native architecture from day 1.

Warp embeds itself into every part of a company's people operating layer, we process over half a billion $ annually in payroll, on track to grow to $2B.

Legacy vendors in our space built their businesses by profiting from complexity. Warp is built from day one for AI to be the primary operator, not a feature. Every advance in LLM capability widens our lead.

We hire people who ship constantly, own outcomes, and care about craft. If you want to build something that automates an entire category of core work, not just another point solution, this is the place.

We've raised over $85M from top investors like Ashton Kutcher/Sound Ventures, Y Combinator, founders of Dropbox, Replit, SV Angel, and Homebrew Capital. Built by an obsessive team from MIT, Ramp, Brex, Google, Dropbox, Apple, and more.

## About The Role

As a Senior Customer Experience Specialist at Warp, you'll be a senior product and payroll expert on our Customer Experience team, reporting to our Sr. Customer Experience Manager. You’ll own our most complex customer issues and high-impact escalations. You'll manage sensitive cases end-to-end, partner closely with engineering and product, and help raise the bar for the broader CX team through mentorship, stronger processes, and proactive problem-solving.

## What You’ll Do

- Own complex and high-priority customer escalations across chat, Slack, email, and calls
- Serve as a payroll and product expert for our customers
- Lead customer communication during sensitive situations, providing clear updates and setting expectations through resolution
- Partner with engineering on complex cases, reproducing issues, providing context, and driving them through resolution
- Identify recurring customer issues and recommend improvements to leadership, product, and engineering
- Mentor CX Specialists and serve as a go-to resource for escalations, product questions, and best practices
- Help improve team processes, documentation, escalation paths, and customer-facing resources as CX scales
- Communicate with third-party partners integrated with Warp on behalf of customers

You will be good for this role if you

- Have strong payroll knowledge and are comfortable navigating complex payroll and tax questions
- Are an exceptional communicator, especially in high-stakes customer situations
- Take ownership of difficult issues from first touch through full resolution
- Think beyond individual cases to identify patterns, root causes, and opportunities for improvement
- Enjoy mentoring teammates and raising the quality bar across a growing team
- Thrive in a fast-paced environment where processes are still being built

## What You Need

- 4+ years of customer support, customer experience, or customer operations experience
- Direct payroll experience strongly preferred, particularly troubleshooting complex payroll issues
- Experience owning customer escalations and communicating through sensitive situations
- Strong documentation, problem-solving, and prioritization skills
- Experience mentoring or supporting more junior team members

Benefits at Warp:

- 100% Health Coverage: Comprehensive medical, dental, and vision plans for you and your dependents.
- 401(k) Matching: Start investing in your future from day one.
- Unlimited PTO: We offer flexible PTO, meaning you’re trusted to take the time you need to recharge while balancing your responsibilities and team commitments.
- Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office.
- Catered Lunch Daily: Great food, every day, on us. No meal prep, no decision fatigue.
- Quarterly Offsites: Beautiful locations to connect as a team. Past locations include Spain and Catskills.

Warp is based in New York City, and most of our team works together in-office 5x per week. Please refer to the top of this page for this position's hiring location and working model.

## About Warp

## Company Overview
- **One-liner**: Warp builds an AI-native employee management platform that automates payroll, compliance, benefits, and IT for ambitious, high-growth companies.
- **Entity Type**: Private (Series B, $60M raised June 2026)
- **Headquarters**: New York, New York, United States
- **Founded**: 2023
- **Founders**: Ayush Sharma (CEO) and Adam Rankin (CTO)

## Core Business
- **Primary industries**: Human Resources / Payroll / Compliance / IT Management (HR Tech, Fintech)
- **Target customers**: B2B, high-growth companies (from ~10 to 500+ employees), finance and HR teams
- **Mission / purpose**: Build employee management that runs itself – removing the operational weight of legacy platforms so teams can focus on scaling the business.

## Products & Services
- **Payroll (US & Global)**: Automated payroll for employees and contractors in all 50 US states and 150+ countries; tax registrations, filings, and payments handled automatically.
- **Tax Compliance**: AI agents monitor 10,000+ jurisdictions, resolve notices, and have saved customers over $100M in penalties.
- **Benefits**: Health, dental, vision, and 401(k) – brokered and administered end-to-end with enrollment and renewals handled automatically.
- **IT Management (Warp Fabric)**: SSO (Okta, 6,500+ apps), Google Workspace provisioning, device management built natively in Rust – onboarding and offboarding in a single transaction.
- **Warp API**: Public API for payroll data, reporting, and compliance operations, enabling custom workflows and integrations.

## Market Standing
- **Valuation**: Not disclosed.
- **Key Metric**: Total Funding – $85M (including $60M Series B led by Battery Ventures in June 2026, and prior rounds from Y Combinator, Sound Ventures, etc.)
- **Notable Investors/Partners**: Battery Ventures (lead), Sound Ventures, Y Combinator, founders of Shopify and Dropbox. Integrations with QuickBooks, Xero, NetSuite, Okta.
- **Growth Signals**: Headcount grew 316.7% YoY to ~35 employees; thousands of companies use the platform; claims $100M+ in penalties saved for customers; recently acquired the domain warp.co for $100K and rebranded.

## Competitive Advantages
- **AI-native architecture** – AI agents own entire workflows (e.g., opening state tax accounts, resolving notices, reconciling benefits) with no human in the loop.
- **Unified platform** combining payroll, compliance, benefits, and IT – replacing multiple legacy point solutions (ADP, Gusto, Rippling, etc.).
- **Speed and automation** from first hire to IPO, designed for companies that move fast.
- **Enterprise-grade security** with a modern user experience.

## Strategic Focus
- Continue scaling the platform to serve larger enterprises (500+ employees).
- Expand global payroll capabilities and deepen compliance coverage.
- Grow engineering and go-to-market teams to capture market share from incumbents.
- Maintain velocity in product development and customer acquisition.

## Why Work Here
- **Culture**: Small, ambitious team (“taking on billion-dollar incumbents”); values speed, shipping constantly, and winning when customers win.
- **Work policy**: NYC office in the heart of Manhattan; some roles are listed as remote (e.g., Tax Operations Specialist). In-person collaboration is emphasized, but flexibility exists.
- **Perks**: 100% health, dental, and vision coverage (zero premiums for employees and dependents); 401(k) match from day one; unlimited PTO; quarterly offsites (past trips to Spain, Catskills, SF); best-in-class AI tools (Cursor, Claude Code on max plans); catered lunch daily; top-tier hardware (MacBook Pro, monitor); commuter benefits.
- **Engineering culture**: Focus on solving hard problems; small teams, high ownership; opportunities to work across the stack and ship to real customers immediately.

## Sources
1. [warp.co](https://www.warp.co/)
2. [warp.co/careers](https://www.warp.co/careers)
3. [warp.co/about](https://www.warp.co/about)
4. [warp.co/eng](https://www.warp.co/eng)
5. [linkedin.com/company/warpdotco](https://www.linkedin.com/company/warpdotco)

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