Global Payroll Support Specialist

Overview Global Payroll Support Specialist - Mexico at Rippling. We are looking for an experienced Global Payroll Support Specialist to join Rippling’s LATAM Payroll Operations team. As we rapidly expand our global footprint, this role is essential in supporting our international customers and ensuring their success with our natively built payroll products. The primary focus of this role is to manage and resolve complex customer cases. You will apply your strong background in LATAM payroll and client support to be the leading expert for our customers and internal support teams. This requires a strong ability to analyze support data, identify recurring issues, and implement effective solutions to enhance the overall customer experience. You will be responsible for defining and maintaining the quality standards of our support interactions through a formal QA process. Furthermore, you will leverage your expertise to develop clear, accurate content, documentation, and FAQs, empowering both customers and the wider operations team. This is a critical, high-impact role that requires exceptional analytical, problem-solving, and communication skills, ultimately driving efficiency and customer satisfaction within our Global Payroll Operations. This position will operate in a bilingual English/Spanish environment. To help us assess your English communication skills, please submit your resume in English. What you will do Own and support resolving the most challenging customer cases daily. Drive down customer inquiries by performing root cause analysis of tickets. Own the case QA process to provide our regional team with actionable feedback on how to improve customer interactions. Become the go-to product expert on our Global Payroll product for LATAM countries. Develop and maintain clear, accurate content, documentation, and FAQs to support both customers and internal teams. Analyze customer support interactions to identify trends, pain points, and opportunities to improve the support experience. Partner with regional Payroll Specialists to provide insights on support volume, customer feedback, and critical compliance concerns. Support the onboarding of new hires by contributing to training sessions, shadowing programs, and ongoing skill development. What you will need Minimum of 4+ years in a global payroll processing and 4+ years in a client-facing role Strong LATAM payroll experience with specific expertise in Mexico payroll. Strong client-facing skills with experience managing enterprise customer relationships. Excellent analytical and problem-solving skills, with a proven ability to investigate and resolve complex payroll discrepancies. A passion for documentation and knowledge-sharing. Exceptional communication skills and fluency in English Experience working in a payroll provider, HR software company, or a large in-house payroll function is highly preferred. Experience with Google Suite or Microsoft Office, especially Docs/Sheets/Excel, for data analysis and task organization; familiarity with Salesforce queues, JIRA, and Confluence a plus Ability to review and validate calculations Must have understanding of payroll concepts Strong knowledge of payroll regulations Strong organizational skills and able to work under strict deadlines Additional Information Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics. Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role. #J-18808-Ljbffr