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About the Role

Mercury is building the complete finance stack for startups, extending its trust into payroll with the acquisition of Central. This role is part of a new payroll support team, offering a unique opportunity to influence its development and processes. The ideal candidate will possess payroll expertise and exceptional support instincts, understanding the critical nature of ensuring founders' teams are paid accurately and on time.

Responsibilities

Handle payroll support, covering pay runs, direct deposit, garnishments, new hire onboarding, off-cycle payments, and tax filing corrections.
Diagnose and resolve payroll issues with urgency and accuracy.
Guide customers through Mercury's payroll product with patience and clarity.
Identify patterns in customer inquiries to suggest product improvements.
Collaborate with team members to escalate bugs, surface edge cases, and address systemic issues.
Stay current on federal and state payroll tax regulations and compliance changes.
Write and maintain help articles, internal playbooks, and FAQs.
Assist in building and improving internal tooling and processes for scalability.

Requirements

1-2 years of experience in a payroll support, payroll processing, or payroll operations role.
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: pay schedules, payroll corrections, employer & employee support, HRIS management, and Payroll ancillary services.
Ability to communicate clearly and humanly about complex regulatory and financial topics.
Calm under pressure, especially when stakes are high.
Organized, thorough, and comfortable managing multiple open cases.
Familiarity with startup environments.
Experience writing help documentation or contributing to a knowledge base.
A love for process improvement and the instinct to automate.

Skills

Payroll support
Payroll processing
Payroll operations
Customer support
Customer experience
SaaS
Fintech
HR/payroll software
Payroll fundamentals
Communication
Process improvement
Automation
Help documentation
Knowledge base contribution

Location

US employees in New York City
US employees in Los Angeles
US employees in Seattle
US employees in the San Francisco Bay Area
US employees outside of these areas

Work Type

Full-time

Experience Level

1-2 years of experience in payroll support, processing, or operations
3+ years of experience in customer support or customer experience

Salary/Compensations

US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $58,900 - $71,600 USD
US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $53,100 - $64,400 USD

Benefits

Base salary
Equity (stock options/RSUs)
Benefits

About the Company

Mercury is building the complete finance stack for startups.
Mercury has earned the trust of over 300,000 businesses on the banking side.
Mercury acquired Central, a payroll platform purpose-built for startups.
Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

Equal Opportunity

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer.
All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.
We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs.
If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.