Product Support Specialist

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.

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: You can speak another European language, with a strong interest in Italian or Dutch!

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 for our work, including one from our former Queen. We’ve also been named by WIRED as one of London’s 10 hottest startups and by LinkedIn as a Top 15 UK Startup. Meanwhile, we’ve been covered in the media literally thousands of times, including the likes of The FT, BBC, TechCrunch, Forbes and The Guardian. We’re also proud to be backed by some of the world’s leading tech investors and entrepreneurs, including the founders of Booking.com, Calm, Shazam and Dropbox.

Perks

• Generous EMI‑qualifying share options.
• Access to therapy, coaching, classes & content - powered by 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 3% 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.

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 where required. If you require a reasonable adjustment to be made during your process, please let your Talent Partner know. We encourage you to share this information, but there is no obligation to do so. Please be reassured that any reasonable adjustment requests will not be taken into account when making a decision about your candidacy.