Founding Customer Adoption and Support Specialist (Australia)
External
Beam-up · RemotePrepare for this interview
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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.
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 adoption looks like in Australia
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.
- 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
Benefits
Additional Information
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.
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