Multiplier
Payroll Support Lead, Americas: United States, Canada, Mexico, Brazil
As Payroll Support Lead, Americas, you are the senior payroll support owner for the US, Canada, Mexico, and Brazil. You handle the most complex queries in these markets, set the quality bar, and guide the wider support team on country-specific issues.
This is a hands-on lead role: you own the hardest cases, you're the escalation point for your markets, and you help shape how we support payroll across the region. You work closely with the Payroll Support Manager, Payroll Operations, and in-country partners to keep service fast, accurate, and compliant.
Skills & Qualification5-7+ years in payroll support, payroll processing, or payroll operations, with hands-on experience in at least two of the US, Canada, Mexico, and Brazil (more a strong advantage).
Strong, practical knowledge of local payroll rules — US federal/state and FICA, Canadian CRA/CPP/EI, Mexican IMSS/SAT/CFDI, and Brazilian eSocial/INSS/FGTS — and the confidence to handle complex cases.
A track record resolving difficult payroll queries accurately and under time pressure.
Experience as a senior team member or lead, comfortable being the escalation point and coaching others.
Hands-on experience with Salesforce and a support platform such as Zendesk.
Excellent written and verbal communication — clear, calm, and customer-friendly.
Detail-obsessed and dependable, especially during peak payroll cycles.
Spanish and/or Portuguese language ability is a strong plus.
Be the senior point of contact and subject-matter expert for payroll queries across all four markets.
Resolve complex, country-specific cases — gross-to-net, statutory deductions, corrections, and off-cycle scenarios.
Apply deep local knowledge:
United States — federal and state withholding, FICA (Social Security & Medicare), FUTA/SUTA, W-2/W-4, 401(k), multi-state payroll, and garnishments.
Canada — CRA, federal and provincial tax, CPP/QPP, EI, T4, Record of Employment (ROE), and Quebec-specific rules (RQ, QPIP).
Mexico — IMSS, INFONAVIT, SAT/ISR, CFDI de nómina, aguinaldo, PTU, and Afore.
Brazil — eSocial, INSS, FGTS, IRRF, décimo terceiro (13th salary), férias, and CLT obligations.
Act as the escalation point for your markets, driving complex issues to resolution within SLA.
Apply the P1–P4 severity model to prioritise and route issues appropriately.
Review and coach on response quality, ensuring answers are accurate, clear, and empathetic.
Spot recurring issues in your markets and partner with Payroll Operations, Product, and in-country partners to fix root causes.
Keep the knowledge base current with accurate, market-specific content so the team and customers can self-serve.
Feed local regulatory changes and process gaps back to the right teams.
Guide and upskill support specialists on US, Canadian, Mexican, and Brazilian payroll nuance.
Manage cases cleanly in Salesforce and Zendesk, keeping data and reporting trustworthy.
Support coverage planning across US, Canadian, and LATAM time zones and peak payroll cycles.
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