Warp
AI-native employee management platform
SeniorCustomerExperienceManager
“Senior Customer Experience Manager at Warp. Skills: Customer Experience Management, Team Leadership, Payroll Operations, Problem Solving. Own the support org. Set the standard”
Industry & Context.
Debug a tax filing error; Untangle a multi-state compliance issue; Resolve complex issues; Conduct root cause analysis
What They're Looking For.
Must Have
Led and managed support teams, Owned headcount, SLAs, performance reviews, and structure, Built things from scratch, Managed managers or team leads, 5–8 years in support operations or a customer-facing leadership role, Meaningful time at a fintech, HRIS, or payroll platform, Deep payroll knowledge, Debug a tax filing error, Untangle a multi-state compliance issue, Explain garnishments, Hold people accountable, Communicate with precision at every level, De-escalate a furious customer, Brief a CEO on the same issue, Stay composed when things are on fire, Data-fluent, Product-minded, Relentlessly biased toward action, Write the playbook
Nice to Have
Familiarity with HRIS systems, Familiarity with accounting software (e.g. QuickBooks, Xero), Familiarity with payroll platforms, Experience at an early-stage or high-growth company, Track record owning implementation metrics end-to-end with specific numbers attached
What You'll Do.
Hold the team accountable
Develop managers and specialists
Build onboarding infrastructure
Create a culture of accountability
Drive resolution end-to-end
Orchestrate across product
Build escalation playbooks
Conduct root cause analysis
Surface trends to leadership
Partner with Product and Engineering
How You'll Work.
Team & Collaboration
Orchestrate across product, engineering, tax, and benefits; Partner with Product and Engineering
Communication Scope
Communicate with precision at every level; De-escalate a furious customer; Brief a CEO on the same issue
Applying for this Senior Customer Experience Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Warp?
Real rants from real employees. Read before you apply.