Senior Customer Experience Manager

About the role

You'll be the first Senior CX Manager at Warp, responsible for setting standards, building the team, and owning the outcome completely. This role requires experience in supporting organizations, particularly in payroll, and a proven track record of leading and managing teams.

Responsibilities

• Set the standard for support org including people, processes, metrics, culture, and escalations.
• Hire to the standard and hold the team to it.
• Develop managers and specialists, build career pathing and onboarding infrastructure, and create a culture of accountability grounded in data and outcomes.
• Drive resolution of complex, high-stakes, or cross-team payroll issues, coordinating across product, engineering, tax, and benefits.
• Conduct root cause analysis, surface trends to leadership, and partner with Product and Engineering to address systemic issues.
• Be the voice of the customer at the table and show up that way every time.

Requirements

• Lead and manage support teams with a proven track record of building from scratch.
• Have 5–8 years of experience in support operations or a customer-facing leadership role, preferably in fintech, HRIS, or payroll platforms.
• Deep knowledge of payroll, able to debug errors, untangle compliance issues, and explain complex topics.
• Strong communication skills, able to de-escalate customers and brief executives effectively.
• Data-fluent, product-minded, and bias toward action; writes playbooks rather than waiting for them.

Nice to haves

• Familiarity with HRIS systems, accounting software, or payroll platforms.
• Experience implementing metrics end-to-end with specific numbers attached in an early-stage or high-growth company.

Benefits

• 100% health coverage, including comprehensive medical, dental, and vision plans.
• 401(k) matching, starting investment from day one.
• Unlimited paid time off, flexible to balance responsibilities and team commitments.
• Pre-tax commuter benefits for daily commutes.
• Catered lunch daily, no meal prep required.
• Quarterly offsites in beautiful locations.