Product Support Specialist, Beam
£35-45k
+ Equity
More information about location
Reinventing welfare services with Tech & AI
Posted today
Reinventing welfare services with Tech & AI
101-200 employees
Posted today
£35-45k
+ Equity
More information about location
101-200 employees
Company mission
To give everyone access to human-centred welfare services.
Role
Who you are
- Experienced in customer support: You’ve worked in customer or product support before, ideally in a fast-paced start-up or tech environment and are familiar with support software such as Zendesk
- An exceptionally clear communicator: You have strong written and verbal communication skills, as at ease crafting concise, clear emails and support documentation
- Patient, empathetic and engaging: You understand that adopting new technology can be challenging, and can break down complex ideas into simple, easy-to-understand concepts and bring energy, enthusiasm and a can-do attitude
- A natural problem solver: You thrive on tackling challenges, digging into issues, and ensuring users have the best experience possible
- Organised and a strong multitasker: You can balance multiple queries and shift between different contexts at ease. You use AI tools confidently to increase your efficiency
- Adaptable and resilient: You thrive in fast-moving environments and stay cool under pressure
- Interested in new technology: You love learning about new technology and feel confident keeping up to date with new feature releases
- Bonus: Multilingual: This is not a requirement, but we have a strong interest in candidates who can speak another European language as we expand internationally
What the job involves
- We’re looking for a friendly, tech-savvy problem solver to join our Support team at Beam, the people behind Beam Notes, an AI tool built by and for frontline workers
- As a Product Support Specialist, you’ll be the first point of contact for our users, helping them make the most of Beam Notes
- You’ll play a key role in shaping how we support thousands of frontline workers every day, bringing empathy, clarity and pace to everything you do
- Providing magical customer support: supporting users with quick, friendly support for customer queries across email, phone, video and live chat
- Building and maintaining clear support documentation: ensuring users can access information quickly and easily through simple support documentation, tutorials and FAQs
- Solving and triaging issues: Use the in-depth product knowledge you’ve built to solve issues and effectively triage to product, engineering and customer success
- Collaborating to improve Beam Notes: working with product and customer success to continually improve the experience for our customers by sharing feedback and insights
Salary benchmarks
Our take
Trusted by over 100 government partners, Beam is a social enterprise that brings AI to welfare services. Enabled by tech and AI, their caseworkers have supported thousands of underserved people into homes and jobs, whilst their software has slashed admin for thousands of frontline workers across the UK.
Beam is funded by established names in the UK tech scene, the world's top impact funds and the Mayor of London. Founder and CEO, Alex Stephany, brings a track record from his previous startup backed by Index Ventures and was even named Purpose Entrepreneur of the Year 2024. The rest of Beam's senior team has their own wealth of experience from a variety of leading startups, tech, and social impact businesses like Arm, Multiverse, and GoCardless.
Beam has also won multiple awards, including a Queen's Award - one of the UK's most prestigious business awards - and has twice been voted as one of the top 100 places to work in the UK. Their work has been covered widely in the media, with features from the BBC, The Times, FT, Forbes and The Independent.
AI has the potential to be a game changer for social workers and in a recent pilot, Beam's AI tool, Magic Notes, reduced the time spend on administrative tasks by over 60% and cut assessment write-ups from four hours to just 90 minutes. As councils explore next steps, Beam's technology is already redefining how frontline workers deliver care, so they can spend more time on what matters most.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
5 people
Rachel Astall, CCO
Our mission
Our 5-person C-Suite brings together leaders from tech, care work and AI - bringing a wealth of diverse experience.Insights
61% female employees
61% employee growth in 12 months
Glassdoor (3.9)
Company
Company benefits
- Share options: Be a Beam owner with EMI-qualifying share options
- Access to therapy, coaching, classes & content - powered by Oliva
- 1:1 workplace coaching with 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 4% 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
Company values
- Mission first: We drive the mission for those we serve with heart, grit and zero ego
- Aim high and deliver: We deliver outsized impact through setting and executing against ambitious targets
- Raise the pace: We move with urgency and accelerate others, without compromising excellence
- Get better together: Everything is a work in progress. We constantly work on improving ourselves and Beam
Company HQ
London, UK
Articles
Leadership
Alex Stephany
(Co-Founder & CEO)Previously CEO of JustPark, a leading online marketplace for parking with over 4M customers backed by Index Ventures. Expert on the sharing economy and author of The Business of Sharing (Macmillan).
Seb Barker
(Co-Founder & COO)Helped pioneer personalised healthcare for the NHS. Worked on the world's first social impact bond in homelessness.
People progressing
Ryan joined in 2020 as an Operations Executive. Since then, they have held a number of roles and are now the Head of Operations.
Diversity, Equity & Inclusion at Beam
- We work hard to build teams that are diverse in every way.
- We’re committed to creating inclusive hiring processes which allow people with diverse backgrounds to showcase their talents
- We particular encourage applications from those who are underrepresented in startups: those from black and underrepresented ethnic groups and people with lived experience of homelessness/social disadvantage
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