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

Job type: Full Time · Department: Customer experience · Work type: On-Site

Bogotá, Bogota, Colombia (Remote); Mexico (Remote); Canada (Remote)

About Job

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 & Qualification
- 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 (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.

Responsibilities

Own payroll support for the US, Canada, Mexico & Brazil
- 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 lo

📌 Payroll Support Lead, Americas: United States, Canada, Mexico, Brazil (Bogotá)
🏢 Neara
📍 Bogotá