Customer Support Specialist - Payroll

📋 Description

• Handle payroll support: pay runs, direct deposit, garnishments, onboarding, and corrections.
• Diagnose and resolve payroll issues with urgency and accuracy.
• Guide customers through Mercury's payroll product with patience and clarity.
• Turn patterns into product improvements by flagging, documenting, and fixing.
• Stay current on federal/state payroll tax regulations, deadlines, and compliance changes.
• Write and maintain help articles, playbooks, and FAQs to reduce support time.

🎯 Requirements

• 1-2 years in payroll support, processing, or operations; end-to-end payroll experience.
• 3+ years in customer support or customer experience; ideally SaaS/fintech HR/payroll.
• Payroll fundamentals: pay schedules, corrections, HRIS, and related services.
• Explain complex regulatory/financial topics clearly and humanly.
• Calm under pressure; organized; able to manage multiple cases.
• Experience writing help docs or contributing to a knowledge base; process improvement.

🎁 Benefits

• Equity (stock options/RSUs) and benefits.
• Equal opportunity employer; accommodations available.