At Beyond Finance, we've made it our mission to help everyday Americans escape the endless cycle of crippling debt and step into a brighter financial future. Through compassionate, individualized care, a culture focused on compliance and ethics, supportive user-centric technology, and customized financial solutions, we've helped over 300,000 clients on their path to a brighter future.
While we're proud of what we've already accomplished, we're searching for new collaborators to help us get to the next level! If you're looking to join a forward-thinking, rapidly growing organization with helping people as its number one goal, we want to hear from you.
About the Role
This role will be pivotal in improving workflows, designing escalation paths, and championing team success. You'll play a crucial role in ensuring Tier 1 success through training and mentorship, while also driving an exceptional employee onboarding and training experience. This position is perfect for a proactive problem solver passionate about operational excellence and team development.
We’re a Chicago-based company looking for candidates willing to come into our downtown office 2-3 days a week. Enjoy in-person team collaboration, mentorship, and catered lunches — not to mention a free fitness center and relaxation lounge!
What You'll Do
- Define and drive process excellence by refining support workflows, escalation paths, and operational systems, ensuring clarity, accountability, and alignment with our stakeholders.
- Navigate ambiguity with a solutions-oriented mindset, identifying and addressing gaps in workflows or processes to seek actionable solutions.
- Build and maintain scalable support systems that adapt to evolving needs while maintaining operational rigor and consistency across our SLAs and dependencies.
- Mentor, train, and empower Tier 1 staff, fostering a culture of accountability and collective ownership, constantly seeking to improve and grow our support teams’ knowledge.
- Collaborate with our stakeholders on impactful processes that are driven by actionable data and clearly defined KPI goals.
- Lead training and onboarding initiatives, creating structured programs that equip the team to navigate tools, workflows, and best practices effectively.
- Own SLA metrics and reporting, proactively identifying opportunities for improvement and ensuring performance aligns with our standard of excellence.
- Provide expert-level technical support and empathetic guidance for tools like CRM systems, ITSM platforms, and call center technologies.
- Oversee and refine our knowledge base, ensuring documentation reflects current workflows, is easy to follow, and supports operational consistency.
- Own the escalation framework end-to-end, ensuring clear processes, seamless handoffs, and active stakeholder engagement to drive accountability and resolution efficiency.
- Lead incident management and analysis, identifying root causes, monitoring trends, and implementing sustainable solutions for operational resilience.
What We Look For
- Proven experience driving operational excellence in IT support or technical operations, with a track record of improving workflows and systems at scale.
- Strong problem-solving and analytical abilities, with a focus on identifying systemic issues and designing sustainable, impactful solutions.
- Hands-on expertise with call center technologies, networking fundamentals, and cloud environments like AWS, with the ability to support and improve these systems.
- Exceptional communication skills, capable of distilling complex ideas into clear, actionable processes that align teams and stakeholders.
- Strategic mindset with attention to detail, adept at connecting day-to-day execution with broader business goals and ensuring quality at every level.
- Experience working in a culture of accountability and excellence, where high standards for SLA adherence, process clarity, and stakeholder engagement are expected behavior.
- Proficiency with ITSM platforms (e.g., ServiceNow, Zendesk) and CRM tools (e.g., Salesforce), with the ability to optimize workflows and train others.
- Proven leadership in mentoring and training teams, fostering a collaborative and growth-oriented environment.
- Customer-first mindset, with the ability to build systems and processes that reflect the needs of users and stakeholders.
- Experience with technical incident resolution and root-cause analysis, ensuring operational resilience and continuous improvement.
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Why Join Us?
While you make a difference for others, we’ll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
Beyond Finance does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job positions. No fee will be paid to their parties who submit unsolicited candidates directly to Beyond Finance employees or the Beyond Finance HR team. No placement fee will be paid to any third party unless such a request has been made by the Beyond HR team.
Top Skills
What the Team is Saying
What We Do
Grow along with our rapidly expanding organization and help us build and serve up customized, unique technological and client service solutions! We’re pushing the boundaries of what a debt consolidation company can offer.
But our mission to uplift isn’t limited to our clients — we know our people deserve to be elevated to their highest potential through growth opportunities, a healthy work-life balance, and continued support.
Why Work With Us
Our people make a real impact — on our organization as a whole, but also on the lives of thousands of Americans. Beyond Finance offers you the chance to have your voice heard, help people, and grow in a collaborative, uplifting environment.
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Beyond Finance Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a choice between hybrid, remote and in-office work models so you can be where you feel you’ll be the most productive and happy! A few times a year, we gather for in-person departmental meetups, allowing us to share progress and collaborate.
