Customer Adoption & Support Specialist (US)

Beam

2d•$75,000 - $90,000•Hybrid

About The Position

This is 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.

Requirements

Empathetic and patient
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.

Nice To Haves

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

Responsibilities

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
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
Work closely with Product, Engineering and Customer Success
Share structured feedback and insights from the frontline
Help shape improvements based on real user needs
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