Payroll Support Lead, Americas: United States, Canada, Mexico, Brazil

Multiplier
United States, Canada, Mexico, Brazil
Workplace: RemoteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Written communication","Verbal communication","Customer focus","Problem-solving","Attention to detail"]

Own the most complex payroll support cases across the US, Canada, Mexico, and Brazil, serving as the subject-matter expert and escalation point for each market. Resolve country-specific payroll issues (gross-to-net, statutory deductions, corrections, and off-cycle scenarios) using deep local payroll rule knowledge. Set the quality bar by driving SLA-backed resolutions, coaching support responses, keeping Salesforce and Zendesk data accurate, and partnering across Payroll Operations and product to improve processes.

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FursaFursa
Multiplier
Multiplier
1 month ago

Payroll Support Lead, Americas: United States, Canada, Mexico, Brazil

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 minutes agoStatus: Live

Job Summary

Own the most complex payroll support cases across the US, Canada, Mexico, and Brazil, serving as the subject-matter expert and escalation point for each market. Resolve country-specific payroll issues (gross-to-net, statutory deductions, corrections, and off-cycle scenarios) using deep local payroll rule knowledge. Set the quality bar by driving SLA-backed resolutions, coaching support responses, keeping Salesforce and Zendesk data accurate, and partnering across Payroll Operations and product to improve processes.
Location: United States, Canada, Mexico, Brazil
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Serve as the senior point of contact and subject-matter expert for payroll queries across the US, Canada, Mexico, and Brazil.
  • •Resolve complex, country-specific payroll cases including gross-to-net, statutory deductions, corrections, and off-cycle scenarios.
  • •Act as the escalation point for your markets, driving complex issues to resolution within SLA using a P1–P4 severity model.
  • •Review and coach on response quality to ensure accurate, clear, and empathetic customer communication.
  • •Manage cases in Salesforce and Zendesk, keep the knowledge base updated, and feed regulatory and process gaps back to the right teams.

Key Requirements

  • •5-7+ years in payroll support, payroll processing, or payroll operations, with hands-on experience in at least two of the US, Canada, Mexico, and Brazil.
  • •Strong, practical knowledge of local payroll rules for complex cases across the assigned countries (e.g., US FICA/withholding, Canadian CRA/CPP/EI, Mexican IMSS/SAT/CFDI, Brazilian eSocial/INSS/FGTS).
  • •Proven ability to resolve difficult payroll queries accurately 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.
Experience:5+ yearsPayroll supportPayroll operations
Skills:Written communicationVerbal communicationCustomer focusProblem-solvingAttention to detail
Languages:SpanishPortuguese
Tech Stack:SalesforceZendesk

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor