Customer Support Specialist

Pointer; City of Melbourne; On-site; AUD 70,000 - 85,000; Full time

Benefits offered by this job

Six-week sabbatical after three years

18 weeks paid primary carer leave

Superannuation

Job summary

Beam in Australia is hiring its first Delivery Executive to join our frontline services team. You’ll own support end to end, from tickets to training, and help shape how the Beam Help Centre works locally.

You don’t need prior tech experience. Coming from frontline services is an advantage, and you’ll move from hands-on support into strategic delivery with time to grow as Beam expands in Melbourne.

Qualifications

• Entry level role with a defined path into strategic delivery.
• No prior tech experience required; frontline background is valued.
• Ability to learn quickly and communicate clearly.

Responsibilities

• Own support end-to-end: tickets, troubleshooting, and resolution.
• Set up new user accounts and lead training to empower users.
• Improve and write documentation for the Help Centre.
• Shape how the Beam Help Centre is adapted for the Australian market.

Skills

Customer support

Training delivery

Documentation

Problem solving

Job description

Most first jobs in tech hand you a slice of something.

This one hands you a country.

Beam builds AI for frontline human services. It takes notes, interprets live and handles phone calls for social workers, clinicians and support staff, so their time goes to people instead of paperwork. Over 100,000 frontline workers use it.

Backed by the founders of Booking.com, Calm, Shazam and Dropbox.

Australia is the newest market. Already live with Life Without Barriers, where the pilot cut admin time by 51%.

Right now, Australian users wait for London to wake up before they get an answer.

Beam is hiring one person to fix that. Their first Delivery Executive in the country.

The basics

• $70,000 to $85,000 plus super


• Entry level, with a stated next step into strategic delivery


• Six-week sabbatical after three years


• 18 weeks paid primary carer leave

The reality

You own support end to end. Tickets, troubleshooting, the lot.

You set up new accounts and run the training that gets people confident.

You take the Help Centre Beam already has and make it work here.

Tickets are the day job. Writing documentation is a real share of the week.

Nobody has done this job in Australia before, so how it runs here is largely yours to decide.

This suits people who move without being asked twice.

Who are patient with anyone who finds new tech daunting.

Who want to get good at standing in front of a room, whether or not they have done it.

Who would rather own something small and whole than a slice of something big.

You don't need tech experience. You don't need to have run a training session.

Coming from frontline services and wanting your first move into software is an advantage here, not something to explain away.