Warp — Senior Customer Experience Manager

Type: Full-time | On-site | New York City, NY Compensation: $112,000–$181,000 (OTE) + Competitive Equity Recruiter payout / bounty: $17,400–$28,100 (15.5% of first-year salary); net 30-60-90 day payout <-- INTERNAL ONLY; remove from Team & Public Hiring count: 1 Visa sponsorship: None available Reports to: Not specified

About Warp

Warp is the AI-native employee management platform that runs itself — payroll, multi-state compliance, benefits, and IT handled automatically so teams never have to think about them. Its AI agents navigate thousands of government portals, open state tax accounts, resolve compliance notices, and file forms upstream before they ever reach a customer. Backed by $25M from Sound Ventures, Y Combinator, and the founders of Dropbox, Replit, OpenAI, and Cruise; trusted by 1,000+ companies.

Founded: 2023 | Team size: 11–50 | Total funding: $25M Industry: Fintech Website: warp.co Office: New York City, NY

Why Candidates Should Join

• Greenfield ownership: First Senior CX Manager — design the support function from scratch, set the standard, hire to it, and own the outcome end-to-end.
• High-caliber backing: $25M from Sound Ventures, Y Combinator, and the founders of Dropbox, Replit, OpenAI, and Cruise; 1,000+ companies already on the platform.
• Real complexity: Own the highest-stakes payroll and multi-state compliance escalations, working directly across product, engineering, tax, and benefits.

Intake Call Summary

• No intake call transcript available — the role page carried an intake video only, with no text summary. Request a summary from Contrario if needed before scoring against intake-specific signals.

The Role

Warp's first Senior CX Manager: decide what great customer experience looks like, build the team to deliver it, and own the people, process, metrics, and escalations as the function scales.

What You'll Be Doing

• Own the support org end-to-end: hiring, training, career pathing, and accountability for team performance and SLAs
• Handle complex, high-stakes payroll and compliance issues directly, orchestrating resolution across product, engineering, tax, and benefits teams
• Build the systems, runbooks, SLA frameworks, and escalation playbooks that prevent problems from reaching customers
• Develop managers and team leads, building the organizational layers that scale with company growth
• Conduct root cause analysis on systemic issues and partner with Product and Engineering to close the loop
• Serve as the voice of the customer in leadership discussions and decision-making

Tech stack: Not specified

Requirements

• Lead and manage support teams with full ownership of headcount, SLAs, and performance reviews
• Build support function from scratch with proven track record
• 5-8 years in support operations or customer-facing leadership role
• Deep payroll knowledge including tax filing, multi-state compliance, and garnishments
• Experience at fintech, HRIS, or payroll platform
• Build career pathing and onboarding infrastructure
• Previous payroll company experience, or extremely strong background in big fintech companies

Green Flags

• Familiarity with HRIS systems or accounting software like QuickBooks or Xero
• CX leader from Rippling or Justworks
• Support team built from scratch
• Track record with compliance-heavy domains
• High-growth or early-stage execution

Red Flags

• No direct reports or headcount management
• Big-tech or enterprise-only background
• No payroll, tax, or HRIS domain knowledge
• Activity-focused rather than outcome-focused

Role Details

Salary$112,000–$181,000 (OTE)EquityCompetitive Equity (no % specified)Recruiter payout / bounty$17,400–$28,100 (15.5% of first-year salary); net 30-60-90 day payout <-- INTERNAL ONLYOn-site policyOn-site, NYC officeVisa sponsorshipNone availableEmployment typeFull-timeLocationNew York City, NY

Screening Questions

• None provided on the role page for the screening call.
• Contrario submission form — Required Candidate Q&A: (1) LinkedIn Profile, (2) Employment Eligibility, (3) NYC Office.

Interview Process

Candidate-facing stages from the Contrario pipeline (step descriptions not provided on the role page): Stage 1 — Recruiter Screen Stage 2 — Take Home Stage 3 — Take Home Review Stage 4 — On-Site Stage 5 — Offer Extended Stage 6 — Candidate Hired — Full bounty paid when candidate accepts and starts (net 30-60-90 day payout).

(Earlier CRM/sourcing stages — Pending Approval, New Lead, Reached Out, Replied, Application Review — stripped as pipeline tracking, not interview steps.)

Ideal Companies & Backgrounds

Updated June 25, 2026 No distinct "Ideal Companies" section appeared on the role page. Company signals are carried in Green Flags: Direct CX targets — Rippling, Justworks Broader background — big fintech / payroll-company backgrounds, HRIS/payroll platforms

Ideal Candidate Profiles

For reference only — do not source these specific profiles (flagged "DO NOT CONTACT" on the role page). Geovani Montepeque — CX Manager (R&D Ops) @ Rippling Dan Amps — CX Manager @ Rippling Beatriz Ariza-Luna — CX Manager @ Justworks

(No LinkedIn URLs available — the page exposed profile buttons only, with no embedded links.)

Rejected Candidate Feedback

• One candidate was rejected by the company ~16 days ago (per the activity log). No feedback text was provided.