About the job Senior Customer Experience Manager — Warp
Senior Customer Experience Manager — Warp
Location: New York City, NY (Onsite)
Compensation: $112,000 – $181,000 base + equity
Experience Level: 5–8 years
Employment Type: Full-Time
About Warp
Warp is an AI-native payroll, compliance, benefits, and HR platform that automates complex back-office operations through AI agents. Backed by $25M from Sound Ventures, Y Combinator, and founders of Dropbox, Replit, OpenAI, and Cruise. The company serves more than 1,000 customers and is scaling rapidly.
About the Role
This is a senior leadership role responsible for building and scaling Warp's customer support organization from scratch. You will own the full support function — hiring, SLAs, escalation frameworks, runbooks, and team development — while serving as the primary voice of the customer to Product and Engineering.
What You'll Own
- Build and lead the support organization from scratch
- Hire, train, develop, and manage support team members
- Own SLAs, performance metrics, and escalation management
- Handle complex payroll and compliance issues
- Build support systems, runbooks, and escalation frameworks
- Develop managers and future team leaders
- Conduct root cause analysis and partner with Product and Engineering
- Serve as the voice of the customer
Requirements
- 5–8 years in support operations or customer-facing leadership
- Direct people management experience with ownership of headcount, SLAs, performance reviews, and organizational structure
- Deep payroll, HRIS, and compliance knowledge
- Experience building support teams from scratch
- Fintech, payroll, HRIS, or compliance platform experience
- Strong operational and analytical mindset
- Ability to thrive in fast-moving environments
Target Backgrounds
Strong signals include experience at Rippling, Justworks, Gusto, Deel, Remote, or similar payroll and HRIS platforms — particularly those who have built support functions from scratch, managed headcount, and owned team scaling. Ideal roles: CX Manager, Senior CX Manager, Head of Customer Support, Director of Customer Experience, Payroll Operations Manager, HRIS Operations Leader, or Customer Operations Leader.
This Role Is NOT For
- Candidates without direct reports or headcount management experience
- Enterprise-only backgrounds without payroll or HRIS knowledge
- Profiles without support team building experience
Interview Process
- Pending approval
- Application review
- Hiring manager screening
- First round
- Second round
- On-site
- Offer
Logistics
- Role is onsite in New York City — please only apply if you can commit to this
Shortlisted candidates will be contacted by David Joseph & Co., the recruiting partner managing this search on behalf of Warp.