Founding Customer Adoption And Support Specialist (Australia)

BEAM, inc.; Bathurst; Hybride; AUD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

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Therapy & coaching

Financial wellbeing coach

Holiday - 25 days + 3 over Christmas

Remote up to 6 weeks a year

Sabbatical after 3 years

Nursery scheme

Healthcare cover

Parental leave

WellBeam budget

Shoreditch gym membership

Pension scheme

Calm app subscription

Cyclescheme & Techscheme

Résumé du poste

Beam is seeking a Founding Customer Adoption and Support Specialist in Australia. This unique role blends high-touch user support with proactive training, acting as the bridge between breakthrough AI tools and frontline teams.

You’ll shape enablement for Australia’s not-for-profits, care providers and government clients, driving long-term adoption and impact. As the first local hire, you’ll build the enablement playbook, collaborate with Product, Engineering and Customer Success, and travel to

Qualifications

• Empathetic, patient approach to support and training.
• Clear written and spoken communication.
• Ability to balance live support, training delivery and travel.
• Experience turning feedback into product-facing improvements.

Responsabilités

• Respond to user queries across email, chat, phone and video.
• Troubleshoot issues clearly and calmly.
• Escalate complex bugs to Engineering with context.
• Lead onboarding sessions for new organisations.
• Deliver engaging training virtually and in person.
• Travel to customer sites across Australia as needed.
• Create self-serve guides that help users build habits.
• Provide structured feedback to Product and Customer Success.
• Help define what great support looks like in Australia.

Connaissances

Empathy

Communication

Training delivery

Onboarding

Zendesk

Outils

Zendesk

Description du poste

Job Description

At Beam, you get to do work that matters for the world. We’re solving the world's toughest social problems with an incredible team, tech and AI. And we’re growing fast

It’s not easy. Nothing worth doing ever is.

Join a company at the forefront of social impact, driving first-of-its-kind positive change. You’ll be part of a high-performance culture where you'll make a huge impact, rapidly progress your career, and truly enjoy your work.

From top-tier coaching and personal development budgets to competitive salaries, we take care of everyone who works at Beam.

We’ve already seen incredible growth from our Beam Notes product, helping frontline workers save over 8 hours of admin per week. From social workers and NHS clinicians to mental health practitioners and safeguarding specialists, nearly 100,000 frontline workers across the UK, US and Australia are now using Beam Notes regularly to deliver faster, more human-centred support.

About the role

Ready to build something from the ground up? We’re looking for our Founding Customer Adoption and Support Specialist in Australia.

This is far from your standard support job - it’s a dynamic, dual-impact role where you’ll blend high-touch, empathetic user support with proactive, high-energy training. You won’t just be answering tickets, you’ll be a strategic partner, helping organisations seamlessly embed our AI tools into the daily rhythm of frontline work.

As our first local hire in this function, you are the essential bridge between our breakthrough technology and the people who rely on it. You will empower human services teams at Australia’s largest not-for-profits, care providers and government departments, to deliver essential programmes like NDIS, IEA and Aged Care support, enabling their teams to use technology to make an even-greater impact in Australian communities. This is a high-autonomy, high-impact role. You won't just follow a playbook; you'll write it, building the foundations of our Australian enablement engine and shaping how we scale across the country.

What you’ll do:

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 adoption looks like in Australia

Who you are

• 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.

Bonus points:

• 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

About Beam

Our team of 200+ embraces a hybrid working approach, enjoying 2-3 days of vibrant collaboration in our beautiful Shoreditch co-working space, fully equipped with rooftop views, an onsite barista and kitted out gym.

We’ve picked up an armful of awards for our work, including one from our former Queen. We've also been named by WIRED as one of London's 10 hottest startups and by LinkedIn as a Top 15 UK Startup. Meanwhile, we've been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian.

We’re also proud to be backed by some of the world's leading tech investors and entrepreneurs, including the founders of Booking.com, Calm, Shazam and Dropbox.

Perks

• 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

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.