Customer Experience Specialist
Core
Frontline advocate and product expert for Warp's AI-native Employee Management Platform, resolving complex payroll and HRIS issues while translating customer pain into engineering insights.
Role type
Senior IC Customer Experience Specialist (Technical Support)
Builds
Warp Employee Management Platform (HRIS, payroll, IT, benefits)
Domain
SaaS / HR Tech / Payroll
Deliverable
client delivery
Required skills
complex problem-solving, technical documentation, pattern recognition, cross-functional partnership, proactive issue prevention, multi-case management
Preferred skills
HR/payroll/financial services background, experience with Linear/Pylon/Slack
Technologies
Linear, Pylon, Slack
Responsibilities
Own real-time customer engagement via chat/Slack/email; resolve complex payroll challenges (tax notices, payment issues); partner with engineering to reproduce and resolve issues; translate customer issues into technical briefs; identify recurring issues and recommend proactive fixes; maintain customer-facing knowledge base.
Seniority
Mid-level, hands-on IC
