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.

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.

Senior Customer Experience Manager

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Warp

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