Payroll Managed Services Representative

Payroll Managed Services Representative

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. Workstream has been purpose-built for the hourly workforce from day one so that these businesses and their employees can thrive.

Our customers include leading brands from multiple sectors, including Burger King, Carl's Jr./Hardee's, IHOP, KFC, and Culvers. We are a high growth series B company and quickly expanding our product portfolio to deliver on our vision. We are backed by legendary VCs and industry experts like Founders Fund, BOND, and Coatue.

We are building an AI-native Service organization that delivers accurate, timely, and customer-centric Payroll support. 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.

In this role, you'll combine payroll expertise with strong customer service skills, sound judgment, and a passion for continuous improvement. You'll collaborate closely with teammates and our Engineering, Product, and Design (EPD) teams to identify opportunities to streamline workflows, improve the customer experience, and scale our operations through thoughtful use of AI.

We're looking for someone who is dependable, detail-oriented, and customer-focused. You take ownership of issues from start to finish, communicate clearly, and adapt quickly to new tools and processes. You are excited by the potential of AI and automation while understanding that payroll requires accuracy, confidentiality, compliance, and careful human oversight.

This role is based in Lehi, UT, and follows a hybrid work schedule, with in-office collaboration on Tuesdays, Wednesdays, and Thursdays.

Day In The Life

• 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 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.

Who You Are

• Experience: 2+ years in payroll, customer service, operations, HR technology, finance operations, or a related field.
• Attention to detail and commitment to accuracy.
• Communication: Excellent written and verbal communication skills.
• Prioritization: Ability to manage multiple priorities and meet time-sensitive deadlines.
• Problem-solving and critical-thinking skills.
• Software Proficiency: Comfort working with software, data, and digital workflows.
• AI Adoption: Willingness to learn and use AI-powered tools responsibly.
• Confidentiality: Ability to handle confidential information with discretion.
• Customer-focused mindset and demonstrated ownership of issues through resolution.

Nice To Have

• Payroll Processing: Experience processing payroll or supporting payroll-related customer inquiries.
• Systems Knowledge: Familiarity with payroll systems, HRIS platforms, timekeeping systems, or financial software.
• Certification: Payroll certification such as FPC or CPP.
• Automation: Experience with workflow automation, AI-assisted tools, quality assurance, or process improvement.
• Fast-paced Environment: Experience working in a fast-paced technology or service environment.

Success in This Role

Success will be measured by:

• Completion: Accurate and timely completion of Payroll services.
• Quality: High-quality, empathetic, and effective customer support.
• Compliance: Consistent adherence to service controls, policies, and compliance requirements.
• AI Utility: Productive and responsible use of AI-powered tools.
• Process Improvement: Meaningful contributions to process and automation improvements.
• Collaboration: Strong collaboration with teammates and the EPD organization.
• Skill Development: Continued development of payroll, service, and technology skills.

What We Offer

• A mission-driven and value-based company dedicated to empower deskless workers and local businesses
• An early employee opportunity at a Series B hyper-growth startup; work with the founding team and industry veterans to accelerate your career
• Competitive salary and equity
• Comprehensive health coverage: medical, dental, and vision. We pay 95% of your premiums for our employees and 85% for dependents
• In office amenities and stocked kitchen
• 401K Plan
• Pre-tax commuter benefits
• Flexible PTO

Salary Range

In compliance with the California Pay Transparency Law, the base salary range for this role is $50,000 to $75,000 in Lehi, Utah, plus eligibility for a performance-based bonus and equity package. When determining a candidate's compensation, we consider a number of factors, including skill set, experience, job scope, and current market data.

Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals.