Mercury

2 weeks ago

Customer Support Specialist - Payroll

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 minutes agoStatus: Live

Job Summary

Join the new payroll support team and help make Mercury’s payroll experience feel effortless for founders and teams. You’ll handle payroll support across pay runs, direct deposit, onboarding, off-cycle payments, and tax filing corrections, diagnosing and resolving issues with urgency and accuracy. Translate complex compliance and financial topics into clear guidance, turn recurring questions into product improvements, and help build internal tooling and help content.

Location: San Francisco, New York, United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Handle payroll support for pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections (W-2s, 1099s).
•Diagnose and resolve payroll issues with urgency and accuracy.
•Guide customers through Mercury’s payroll product by translating compliance requirements and technical concepts into plain language.
•Identify recurring support patterns and flag, document, and help drive product improvements.
•Write and maintain help articles, internal playbooks, and FAQs; assist with internal tooling and process improvements for scalability.

Pay and Benefits

Salary: USD 53,100 - 71,600 annually

Equity and Bonus:Equity

Key Requirements

•1-2 years of experience in a payroll support, payroll processing, or payroll operations role, comfortable with payroll 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 including pay schedules, payroll corrections, employer and employee support, and HRIS management.
•Ability to communicate clearly about complex regulatory and financial topics with patience and clarity.
•Calm under pressure and organized when managing multiple open cases at varying urgency.

Experience:FintechSaaSHR/payroll softwarePayroll processing

Skills:CommunicationPatienceOrganizationCalm under pressureProcess improvement

Languages:English

Company Brief

Mercury

Provides banking and financial infrastructure for startups and small businesses, offering business checking accounts, payments, debit cards, venture debt integrations, and treasury services via a developer-friendly platform.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn

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Mercury

2 weeks ago

Customer Support Specialist - Payroll

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 minutes agoStatus: Live

Job Summary

Location: San Francisco, New York, United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Handle payroll support for pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections (W-2s, 1099s).
•Diagnose and resolve payroll issues with urgency and accuracy.
•Guide customers through Mercury’s payroll product by translating compliance requirements and technical concepts into plain language.
•Identify recurring support patterns and flag, document, and help drive product improvements.
•Write and maintain help articles, internal playbooks, and FAQs; assist with internal tooling and process improvements for scalability.

Pay and Benefits

Salary: USD 53,100 - 71,600 annually

Equity and Bonus:Equity

Key Requirements

•1-2 years of experience in a payroll support, payroll processing, or payroll operations role, comfortable with payroll 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 including pay schedules, payroll corrections, employer and employee support, and HRIS management.
•Ability to communicate clearly about complex regulatory and financial topics with patience and clarity.
•Calm under pressure and organized when managing multiple open cases at varying urgency.

Experience:FintechSaaSHR/payroll softwarePayroll processing

Skills:CommunicationPatienceOrganizationCalm under pressureProcess improvement

Languages:English

Company Brief

Mercury

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2017

Website LinkedIn