Director of Support, Beyond Finance
$150-190k
+ Annual bonus
5 days a week in office
Debt resolution programs
Be an early applicant
Debt resolution programs
1001+ employees
Be an early applicant
$150-190k
+ Annual bonus
5 days a week in office
1001+ employees
Company mission
To help people escape crippling debt and achieve financial freedom.
Role
Who you are
- 8+ years of experience leading distributed teams in high-growth SaaS and API-first environments
- Strong command of ITIL or similar frameworks with experience optimizing incident, change & problem management at scale
- Demonstrated track record of relentlessly pursuing operational excellence and customer satisfaction
- Proven experience implementing AI and/or automated solutions in IT Service Management
- Excellent leadership & decision-making skills as well as project management experience with ability to execute across multiple priorities
- Exceptional communication skills with an ability to translate technical concepts into business value for executives and non-technical stakeholders
- Strong technical proficiency such as but not limited to SQL, NQL, DDSQL,Powershell, Python, Terraform, Shell, Bash, API
- Solid understanding of AWS services including S3, CloudWatch, EKS, Kubernetes, ECS, EC2, Lambda, and Workspaces
- Deep knowledge of support, DEX, observability and CRM platforms such as ServiceNow, Salesforce, DataDog, Nexthink
- Demonstrated success partnering with Security to enforce Zero Trust, SSO, MFA and endpoint compliance without impacting user productivity
What the job involves
- As the Director of Support, you will lead the teams responsible for Service Desk, IT and Product support
- This is a people management role that owns end-to-end support operations strategy, execution, team development and project delivery
- You will be hands-on, focused on minimizing end-user downtime, optimizing production uptime, scaling & maturing IT processes to sustainably support the growth of the organization
- Own and advance internal IT & Product support services, including service desk, endpoint support, access, software & hardware management
- Develop and execute the support strategy aligned with company growth and organizational needs
- Lead a team of high-performing support professionals providing mentorship and guidance in their day-to-day activities and career growth
- Partner closely with Operations, Product, Engineering, Security, Cloud infrastructure teams to manage defects, enhancements, resolve incidents and prevent systemic issues
- Implement structured feedback loops from support to product roadmaps
- Own incident response, lead communication and coordination efforts during high-impact incidents as well as post-mortem conversations and corresponding action items
- Ensure operational excellence, consistent service quality, tight SLA adherence, MTTD, MTTA and MTTR
- Leverage data to analyze performance, identify trends and continuously improve service delivery
- Develop & refine dashboards and alerts that provide real-time visibility into system health to optimize production up time
- Drive adoption and optimization of ITSM processes and enhance user experience
- Manage staffing, workforce planning, vendor and outsourced partners
- Foster a culture of accountability, ownership and customer-first mindset
- Drive automation, self-service and knowledge management strategies
Our take
In a financial landscape where consumer debt has reached record highs, Beyond Finance specializes in debt resolution services tailored to individual needs. Recognizing the complexities of personal debt, the company focuses on creating debt reduction schemes that guide consumers through the intricacies of debt consolidation and resolution, offering a strategic approach to alleviate the burden of indebtedness.
The company's debt reduction programs come equipped with financial education and tools, delivered via an individualized scheme. Importantly, this is all accessible via a mobile app, meaning Beyond's programs stand out for being incredibly easy to manage and use.
This commitment to providing simple, tailored debt resolution services underscores Beyond's dedication to helping individuals regain financial control. In its pursuit of sustained growth, the company has secured a substantial injection of capital that is poised to propel its consistent operations and fuel future growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Generous PTO
- Competitive Health Care Plans
- 401(k) Matching
- Paid Referral Program
- Paid Parental Leave
- LifeMart Discount Program
- At-home Equipment Provisions
Company HQ
Chicago Loop, Chicago, IL
Leadership
Lou Antonelli
(COO)Has worked at Beyond Finance since 2019, initially as an Executive VP before becoming the Chief Operating Officer in 2020. Before joining Beyond, they were the VP and CRO at National Debt Relief and the Director of Business Relationships at Costco.
Salary benchmarks
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