Customer Support Specialist (Payroll)

TL;DR

Customer Support Specialist (Payroll): Providing expert payroll support for startup founders, handling pay runs, tax filings, and compliance with an accent on untangling complex payroll issues and improving product experience. Focus on diagnosing critical payment errors, translating regulatory requirements into plain language, and scaling internal support processes.

Location: Remote within the United States or onsite in San Francisco, CA, New York, NY, or Portland, OR

Salary: $53,100 – $71,600 USD

Company

Mercury is building a complete finance stack for startups, integrating banking and payroll services to simplify financial infrastructure for founders.

What you will do

• Handle payroll support including pay runs, direct deposits, garnishments, and tax filing corrections (W-2s, 1099s).
• Diagnose and resolve critical payroll issues with urgency to ensure employees are paid accurately.
• Guide customers through payroll products by translating complex compliance and technical concepts into plain language.
• Identify patterns in customer queries to drive product improvements and documentation updates.
• Collaborate with leadership to escalate bugs and resolve systemic payroll issues.
• Maintain help articles and internal playbooks to improve team efficiency and customer self-sufficiency.

Requirements

• 1-2 years of experience in payroll support, processing, or operations.
• 3+ years of experience in customer support, preferably within SaaS, fintech, or HR/payroll software.
• Strong understanding of payroll fundamentals such as pay schedules and HRIS management.
• Ability to communicate complex regulatory and financial topics clearly and humanly.
• Experience writing help documentation or contributing to a knowledge base.
• Must be based in the United States.

Culture & Benefits

• Competitive base salary and equity (stock options/RSUs).
• Comprehensive health and wellness benefits package.
• Opportunity to influence the growth and structure of a newly formed support team.
• Environment that values process improvement and the automation of repetitive tasks.