beam-up - Founding Customer Adoption & Support Specialist (US)
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Requirements
• Empathetic and patient: You understand that new AI technology can feel overwhelming. You break things down into simple steps and treat every user with respect and kindness. • A clear communicator: You write and speak in a way that is friendly, articulate, and easy to understand. You build trust and rapport quickly. • Calm under pressure: You can balance a queue of live support, training delivery, and travel logistics without losing focus. • Proactive and curious: You don’t just close tickets. You look for trends, dig into the "why" of an issue, and think about how to prevent problems so the user has the best possible experience. • A builder: You’re excited to shape a function from the ground up. You aren't looking for a handbook; you want to write it. You’re comfortable with ambiguity and enjoy the autonomy of being the first hire in this function for the US. • Experience supporting social workers, clinicians, or similar frontline organizations in the US • Experience using Zendesk or similar support ticketing platforms • A flair for design and creating training materials (e.g., experience with Canva) • Experience in an early-stage or high-growth startup environment
Responsibilities
• Deliver magical day-to-day support: • Respond to user queries across email, chat, phone and video • Troubleshoot issues clearly and calmly • Escalate complex bugs to Engineering with strong context • Spot patterns and recurring issues, and flag root causes You’ll make sure users feel heard, supported and confident. • Drive adoption and training: • Lead onboarding sessions for new partner organisations • Deliver clear, engaging and interactive training both virtually and in person • Travel to customer sites across the US (sometimes on short notice) to deliver hands-on support • Design simple resources, tutorials, and self-serve guides that help users build strong habits You won’t treat training as a one-off session. You’ll focus on long-term adoption and real usage to save them time on their casework. • Act as the voice of the user: • Work closely with Product, Engineering and Customer Success • Help shape improvements based on real user needs • Build the playbook: • Create and improve help centre content, guides and FAQs • Refine support processes as we scale • Help define what great Support and Enablement looks like in the US
Benefits
• Generous EMI-qualifying share options • Access to therapy, coaching, classes & content - powered by Oliva • Your own financial well-being coach, through Bippit • Generous Holiday - 25 days with 3 additional days over the Christmas period + bank holidays • Work remotely up to 6 weeks a year • Eligible for a 6-week sabbatical after 3 years in service • Nursery scheme through Gogeta • Healthcare cover through Benenden Health • Enhanced parental leave: Primary Caregiver leave 18 weeks and Secondary Caregiver leave 4 weeks • £200 WellBeam budget for activities enhancing wellbeing and professional development • Annual membership to Shoreditch Exchange gym (London office only) • Pension scheme where we contribute 3% of your salary and you contribute 5%. • Free subscription to the Calm meditation app • Discounted bike and accessories with Cyclescheme, and tech products with Techscheme • Start your journey to a more impactful career today. We're excited to hear from you. • Reasonable adjustments: • Beam is committed to fostering an inclusive, diverse, and supportive work environment for all employees. This policy extends to our hiring practices. • We recognise that some candidates may need additional support during their hiring process to give them the best chance of being a success. To ensure that all candidates have an equitable opportunity during their process, we are committed to providing reasonable adjustments where required. • If you require a reasonable adjustment to be made during your process, please let your Talent Partner know. We encourage you to share this information, but there is no obligation to do so. • Please be reassured that any reasonable adjustment requests will not be taken into account when making a decision about your candidacy.
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