Customer Support Specialist - Payroll

What You Will Do

• 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, knowing that a missed payroll isn't just an inconvenience, it affects 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 - when you see the same question three times, you don't just answer it a third time, you flag it, document it, and help us fix it
• 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 so you can give customers 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

What You Should Bring

• 1 - 2 years of experience in a payroll support, payroll processing, or payroll operations role. You should be genuinely comfortable with how payroll works end-to-end
• 3+ years of experience in customer support or customer experience, ideally 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
• Able to communicate clearly and humanly about complex regulatory and financial topics - you can explain a 941 mismatch without making someone feel dumb
• Calm under pressure, especially when the stakes are high (and in payroll support, they often are)
• Organized, thorough, and comfortable managing multiple open cases at varying levels of urgency
• Familiarity with startup environments - our customers move fast and expect support that keeps up
• Experience writing help documentation or contributing to a knowledge base
• A love for process improvement and the instinct to automate whatever can be automated