Product Support Specialist
Employer: Beam
Location: Based in London? We work in a hybrid model, coming together in our London office twice a week and working from home the rest of the time.
Based outside of London? This role is fully remote for those living elsewhere in the UK.
Working hours: Full time
Salary: £30k–£35k (Product Support) or £35k–£40k (Senior), depending on your experience and performance throughout our process.
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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 Magic Notes product, helping case workers save over 8 hours of admin per week. From social workers and NHS clinicians to mental health practitioners and safeguarding specialists, over 50,000 frontline workers across the UK are now using Magic Notes regularly to deliver faster, more human-centred support. We’re also launching globally, helping practitioners across the USA, EU, and Australia make a difference.
We’re looking for a friendly, tech-savvy problem solver to join our Support team at Beam, the people behind Magic 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 Magic 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.
You’ll be
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 Magic Notes: working with product and customer success to continually improve the experience for our customers by sharing feedback and insights
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.
Where you’ll be
Based in London? We work in a hybrid model, coming together in our London office twice a week and working from home the rest of the time.
Based outside of London? This role is fully remote for those living elsewhere in the UK.
Role Compensation
Salary: £30k–£35k (Product Support) or £35k–£40k (Senior), depending on your experience and performance throughout our process.
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.
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