beam-up - Founding Customer Adoption and Support Specialist
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Requirements
• Empathetic and patient: You understand that new technology can feel overwhelming. You break things down into simple steps and treat every user with respect. • A clear communicator: You write and speak in a way that is friendly, direct and easy to understand. You build trust quickly. • Calm under pressure: You can balance live support, training delivery and travel without losing focus. • Proactive and curious: You don’t just close tickets. You look for trends, ask why issues are happening and think about how to prevent them. • A builder: You’re excited to shape a function from the ground up. You’re comfortable with ambiguity and enjoy creating structure where it doesn’t yet exist. • Experience supporting government, not-for-profits or NDIS organisations • Experience using Zendesk or similar support tools • Experience creating training materials or user resources • Experience in an early-stage or high-growth 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 organisations • Deliver clear, engaging and interactive training both virtually and in person • Travel to customer sites across Australia when needed • Design simple resources 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. • Act as the voice of the user: • Work closely with Product, Engineering and Customer Success • Share structured feedback and insights from the frontline • 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 Australia
Benefits
• Generous EMI-qualifying https://www.gov.uk/tax-employee-share-schemes/enterprise-management-incentives-emis share options • Access to therapy, coaching, classes & content - powered by Oliva https://www.oliva.health/ • 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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