Customer Adoption & Support Specialist (US)

About this role

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 & Support Specialist in the US.

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 social workers, clinicians, and human services teams across the States, enabling them to use technology to make an even greater impact in American 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 US 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 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

- 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 Customer Adoption and Support looks like in the US

WHO YOU ARE

- 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.

BONUS POINTS:

- Experience supporting social workers, clinicians, or similar frontline organisations 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

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 https://beam.org/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 https://www.wired.co.uk/article/london-hottest-startups-2021 and by LinkedIn as a Top 15 UK Startup https://www.linkedin.com/pulse/linkedin-top-startups-2022-15-uk-companies-rise-linkedin-news-uk/?trackingId=9TqxvkXTjF2HSPvSIWLczw%3D%3D. Meanwhile, we've been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian https://beam.org/press.

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

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 wher

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