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Customer Support Specialist - Payroll

3 hours ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Mercury

Mercury

Mercury provides online business banking solutions tailored for startups and small businesses, offering streamlined financial workflows and quick application processes to enhance operational efficiency.

Banks
251-1K
Founded 2017
$152M raised
View All Jobs 7

Description

  • Handle payroll support across pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections.
  • Diagnose and resolve payroll issues quickly and accurately.
  • Guide customers through the payroll product and explain compliance and technical topics in plain language.
  • Identify recurring issues and turn them into product improvements, documentation, and process fixes.
  • Work with the lead and peers to escalate bugs, surface edge cases, and resolve 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.
  • Help build and improve internal tooling and support processes to make payroll support faster and more scalable.

Requirements

  • 1-2 years of experience in payroll support, payroll processing, or payroll operations.
  • 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, including pay schedules, payroll corrections, employer and employee support, HRIS management, and payroll ancillary services.
  • Ability to communicate clearly about complex regulatory and financial topics.
  • Calm under pressure and comfortable handling high-stakes situations.
  • Organized, thorough, and able to manage multiple open cases with varying urgency.
  • Familiarity with startup environments and fast-moving customers.
  • Experience writing help documentation or contributing to a knowledge base.
  • A strong interest in process improvement and automation.

Benefits

  • Base salary of $53,100-$64,400 USD for US employees outside NYC, Los Angeles, Seattle, and the San Francisco Bay Area; $58,900-$71,600 USD for US employees in those metro areas.
  • Equity compensation in the form of stock options or RSUs.
  • Competitive total rewards package.
  • Compensation determined by experience, expertise, geographic location, and internal pay equity.
  • Reasonable accommodations available throughout the recruitment process for applicants with disabilities or special needs.

Interested in this position?

Apply directly on the company website

Apply Now

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