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
Ability 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

Our target new hire base salary ranges for this role:
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