Senior Customer Experience Manager

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. We're in the office five days a week because speed and proximity are a competitive advantage at this stage. 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

Most support orgs are inherited. This one gets built. You'll be the first Senior CX Manager at Warp, the person who decides what great looks like, builds the team that delivers it, and owns the outcome completely. This is a role for someone who has done this before, moves fast, and wants to build something they're proud of at a company that's rewriting how payroll works.

What You’ll Do

The support org is yours — the people, the process, the metrics, the culture, and the escalations. You'll set the standard, hire to it, and hold the team to it. You'll develop managers and specialists, build the career pathing and onboarding infrastructure that scales with us, and create a culture of accountability that's grounded in data and driven by outcomes.

When a payroll issue is complex, high-stakes, or crossing multiple teams, it lands with you. You'll drive resolution end-to-end, orchestrating across product, engineering, tax, and benefits with the kind of control and clarity that makes customers trust us and internal teams respect you. You're not just solving problems — you're building the systems, runbooks, SLA frameworks, and escalation playbooks that prevent them. You'll conduct root cause analysis, surface trends to leadership, and partner with Product and Engineering to close the loop on anything systemic. You are the voice of the customer at the table and you show up that way every time.

What You Need

You have led and managed support teams — not informally, not as a senior IC. You've owned the headcount, the SLAs, the performance reviews, and the structure. You've built things from scratch and have the track record to prove it. Managing managers or team leads is a strong plus; we're building a function that will need that layer and we want someone who's ready for it.

You have 5–8 years in support operations or a customer-facing leadership role with meaningful time at a fintech, HRIS, or payroll platform. Your payroll knowledge is deep — you can debug a tax filing error, untangle a multi-state compliance issue, and explain garnishments to a first-time HR admin without breaking a sweat. You know how to hold people accountable without losing them. You don't confuse activity with results.

You communicate with precision at every level. You can de-escalate a furious customer and brief a CEO on the same issue within the hour. You stay composed when things are on fire.

You are data-fluent, product-minded, and relentlessly biased toward action. You don't wait for a playbook. You write it.

Nice To Haves

• Familiarity with HRIS systems, accounting software (e.g. QuickBooks, Xero), or payroll platforms.

• Experience at an early-stage or high-growth company where the playbook was still being written.

• Track record owning implementation metrics end-to-end with specific numbers attached.

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 we prioritize candidates who can commit to being on-site 5x per week. Please refer to the top of this page for this position's hiring location.