Note: The job is a remote job and is open to candidates in USA. Mercury is building a complete finance stack for startups, extending their services into payroll with the acquisition of a payroll platform. They are seeking a Customer Support Specialist to handle payroll support, diagnose issues, and improve customer experience with the payroll product.
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, 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
Skills
- 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
Benefits
- Equity (stock options/RSUs)
- Benefits
- The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits.
- Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
- We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.
Company Overview