Customer Support Specialist - Payroll
About the role
We're building a payroll support team to make the effortless experience of payroll feel truly effortless. This role requires someone deeply interested in payroll, with a knack for untangling complexity and a passion for helping founders ensure their teams get paid.
Responsibilities
- Handle payroll support, covering pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections (W-2s, 1099s, and the rest of the fun stuff)
- Diagnose and resolve payroll issues with urgency and accuracy, ensuring no missed payrolls affect real people's lives
- Guide customers through Mercury's payroll product with patience and clarity, translating compliance requirements and technical concepts into plain language
- Turn patterns into product improvements - flag recurring questions, document them, and help us fix them
- Work closely with your lead and peers to escalate bugs, surface edge cases, and close the loop on systemic issues
- Stay current on federal and state payroll tax regulations, filing deadlines, and compliance changes to provide reliable, accurate guidance
- Write and maintain help articles, internal playbooks, and FAQs that make the whole team smarter and customers more self-sufficient
- Help build and improve internal tooling and processes that make payroll support faster, more consistent, and more scalable as Mercury's customer base grows
Requirements
- 1 - 2 years of experience in a payroll support, payroll processing, or payroll operations role
- 3+ years of experience in customer support or customer experience, preferably at a SaaS, fintech, or HR/payroll software company
- Solid understanding of payroll fundamentals: pay schedules, payroll corrections, employer & employee support, HRIS management, and Payroll ancillary services
- Ability to communicate clearly and humanly about complex regulatory and financial topics
- Calm under pressure, especially when the stakes are high
- Organized, thorough, and comfortable managing multiple open cases at varying levels of urgency
- Familiarity with startup environments
- Experience writing help documentation or contributing to a knowledge base
- A love for process improvement and the instinct to automate whatever can be automated
Qualifications
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $58,900 - $71,600 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $53,100 - $64,400 USD
Benefits
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.
Pay
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.
Schedule
Details on the schedule will be provided upon hiring.