About Warp
Warp is the best payroll platform for founders to run their companies.
Warp lets you set up payroll for your entire team in 10 mins. We automate all state payroll registrations, monitor for compliance in all 50 US states, and support seamless US and global payroll, enabling founders to never waste time on payroll operations again.
We have raised $5.7M and we’re backed by some of the best investors: HOF Capital, A-Star, Abstract Ventures, YCombinator, Elad Gil, Balaji Srinivasan, Amjad Masad, to name a few.
About the Role
We are hiring a Customer Support Specialist at Warp. Your role will be to ensure Warp’s customers – who are mainly startup founders – have an amazing experience with our product and services. At Warp, we are obsessed with making our customers happy. You will be working directly with Nicole (Head of Customer Success) and Ayush (Founder/CEO).
This is not a routine, 9 to 5 job. Working at Warp means having high ownership and agency. We do whatever it takes to make our customers successful. You may have to reply to a customer at 10pm. But we also don’t mind if you have to run an errand at 11am on a Tuesday.
We have a beautiful office in SoHo, NY where we all work several days in person. For this role, you’re ideally located here in NY, but for exceptionally strong candidates, we’re open to remote as long as you’re based in the US time zone.
Goals and Responsibilities
In this role, you'll be responsible for:
- Customer Support Excellence: Lead real-time customer engagement via chat and email, managing multiple conversations while ensuring high service quality and fast response times.
- Customer Onboarding Management: Guide new customers through payroll implementation, ensuring smooth transitions and helping establish effective processes from the start.
- Technical Issue Resolution: Handle complex payroll challenges, including tax notices and payment issues, using your expertise to provide accurate solutions and maintain compliance.
- Relationship Development: Own the customer experience from first contact to resolution, building trust as a knowledgeable advisor on our products and services.
- Payment Processing Oversight: Monitor pending payments and implement follow-up procedures to ensure successful processing and smooth payroll operations.
- Product Expertise: Develop deep knowledge of our payroll and tax solutions to provide proactive guidance and support for complex customer scenarios.
- Cross-functional Collaboration: Partner with the Customer Success Manager to enhance service delivery, improve processes, and maintain consistent support quality.
Requirements
To succeed in this role, you’ll need to be – highly attentive to detail, great multitasker, super responsive, and above all have a high degree of customer empathy.
- Support experience: Ideally you are a new grad or have 1+ years of customer support experience
- Customer-facing skills: Passionate about delivering exceptional experiences, with a natural talent for building strong customer relationships.
- Technical background: Experience with tools like Linear, Zendesk, or Slack—or the ability to learn them quickly.
- Organizational skills: Exceptional multitasking and organizational abilities with proven experience managing high-volume customer interactions across email, chat, and ticket systems while maintaining meticulous documentation and follow-up processes to ensure no customer needs are overlooked.
- Customer-centric mindset: Total focus on customer needs and satisfaction, with a proven ability to manage projects to successful completion, multi-task, and work within tight and unexpected deadlines.
