Customer Support Specialist - Payroll

About the role

In this role, you will help startups navigate the complexities of payroll, ensuring timely payments and resolving issues efficiently. Your work will directly impact the payroll experience for founders and their teams.

As a member of a new payroll support team, you will have the opportunity to shape processes and improve customer interactions. This position requires a solid understanding of payroll fundamentals and the ability to communicate complex topics clearly.

The salary range for this role is $53,100 - $71,600, depending on location and experience.

Skills that matter here

• payroll support: This role demands a deep understanding of payroll processes and the ability to assist customers with various payroll-related inquiries.
• customer support: Prior experience in customer support is essential for effectively guiding clients through the payroll product.
• process improvement: Candidates should have a knack for identifying areas for improvement and streamlining processes within the payroll support function.

Who this role suits

• Candidates should have a background in payroll operations or support, ideally within a startup or SaaS environment.
• They must be calm under pressure and capable of managing multiple cases with varying urgency.
• A passion for clear communication and a desire to help others succeed are essential traits.
• Experience writing documentation or contributing to knowledge bases is beneficial.

From the employer

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.

What We Offer:

• 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.
• 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
• Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
• We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.