Description
Workstream is a mission-driven company building the all-in-one HR, payroll, and hiring platform for managing the hourly workforce.
There are 2.7 billion hourly workers, making up 80% of the global workforce, but this market has been heavily underserved by technology and deserves better.
As a Payroll Managed Services Representative, you will help customers navigate their payroll needs while leveraging AI-powered tools and automation to enhance the quality, speed, and consistency of our service.
Responsibilities
- Respond to customer questions, investigate issues, and provide clear, helpful resolutions.
- Prepare regular payrolls using customer-provided data points and recurring items.
- Review payroll data, identify discrepancies, and follow established controls and procedures.
- Deliver accurate and timely Payroll services to customers.
- Handle sensitive payroll and employee information with a high degree of confidentiality.
- Use AI-enabled tools and automated workflows to improve speed, quality, and consistency.
- Apply human judgment to review, validate, and escalate AI-generated recommendations or outputs.
- Identify recurring customer issues and manual processes that could be improved through automation.
- Share customer feedback and operational insights with team leaders and the Engineering, Product, and Design (EPD) team.
- Participate in testing, rollout, and adoption of new AI-powered tools and processes.
- Maintain accurate documentation and contribute to knowledge-base improvements.
- Meet service, quality, productivity, and customer-experience goals.
- Support a collaborative team environment through knowledge sharing, coaching, and continuous improvement.
Requirements
- Experience: 2+ years in payroll, customer service, operations, HR technology, finance operations, or a related field.
- Attention to detail and commitment to accuracy.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and meet time-sensitive deadlines.
- Problem-solving and critical-thinking skills.
- Comfort working with software, data, and digital workflows.
- Willingness to learn and use AI-powered tools responsibly.
- Ability to handle confidential information with discretion.
- Customer-focused mindset and demonstrated ownership of issues through resolution.
Nice to Have
- Experience processing payroll or supporting payroll-related customer inquiries.
- Familiarity with payroll systems, HRIS platforms, timekeeping systems, or financial software.
- Payroll certification such as FPC or CPP.
- Experience with workflow automation, AI-assisted tools, quality assurance, or process improvement.
- Experience working in a fast-paced technology or service environment.
Success in This Role Success will be measured by:
- Accurate and timely completion of Payroll services.
- High-quality, empathetic, and effective customer support.
- Consistent adherence to service controls, policies, and compliance requirements.
- Productive and responsible use of AI-powered tools.
- Meaningful contributions to process and automation improvements.
- Strong collaboration with teammates and the EPD organization.
- Continued development of payroll, service, and technology skills.