Customer Support Specialist - Payroll

About the role

We're building a payroll support team to make the effortless experience of payroll feel truly seamless. This role requires someone deeply interested in payroll, able to diagnose and resolve complex issues, and skilled at communicating with founders.

Responsibilities

• Handle payroll support, including pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections
• Diagnose and resolve payroll issues with urgency and accuracy
• Guide customers through Mercury's payroll product with patience and clarity
• Turn patterns into product improvements by flagging recurring questions and helping to solve 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
• 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

Requirements

You should have 1 - 2 years of experience in a payroll support, payroll processing, or payroll operations role, and 3+ years of experience in customer support or customer experience, ideally at a SaaS, fintech, or HR/payroll software company. You should also have a solid understanding of payroll fundamentals and the ability to communicate clearly and humanly about complex regulatory and financial topics.

Qualifications

You should have a love for process improvement and the instinct to automate whatever can be automated.

Skills

Experience writing help documentation or contributing to a knowledge base is preferred.

Benefits

The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.

Pay

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

Not specified.