Customer Support Specialist – Payroll

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Provide payroll support, which includes managing pay runs, direct deposits, garnishments, onboarding new hires, off-cycle payments, and correcting tax filings (W-2s, 1099s, and other related tasks).

• Identify and resolve payroll issues with promptness and precision, understanding that a missed payroll is more than a minor inconvenience; it impacts real people's lives.

• Assist customers in navigating Mercury's payroll product with patience and clarity, simplifying compliance requirements and technical concepts into easily understandable terms.

• Transform recurring inquiries into product enhancements - when a question arises multiple times, don’t just provide an answer; document, flag it, and collaborate on a solution.

• Collaborate closely with your lead and colleagues to highlight bugs, identify edge cases, and address systemic issues effectively.

• Keep informed about federal and state payroll tax regulations, filing deadlines, and compliance updates to provide customers with trustworthy and accurate advice.

• Create and maintain help articles, internal playbooks, and FAQs that enhance team knowledge and empower customers to be more self-sufficient.

• Contribute to the development and enhancement of internal tools and processes to make payroll support more efficient, consistent, and scalable as Mercury's customer base expands.

⛳️ Requirements

• 1 - 2 years of experience in payroll support, payroll processing, or payroll operations. A strong understanding of the end-to-end payroll process is essential.

• 3+ years of experience in customer support or customer experience, preferably within a SaaS, fintech, or HR/payroll software environment.

• A solid grasp of payroll fundamentals, including pay schedules, payroll corrections, employer and employee support, HRIS management, and ancillary payroll services.

• Ability to communicate complex regulatory and financial topics clearly and empathetically - you can explain a 941 mismatch without making someone feel inadequate.

• Composed under pressure, especially in high-stakes situations, which are common in payroll support.

• Organized, detail-oriented, and capable of managing multiple open cases with varying levels of urgency.

• Familiarity with startup environments, where customers expect fast-paced support.

• Experience in writing help documentation or contributing to a knowledge base.

• A passion for process improvement and a proactive approach to automating tasks wherever possible.

🏝️ Benefits

• Base salary

• Equity (stock options/RSUs)