Beam Up User Enablement Specialist at Beam Up provides high-touch user support and proactive training to frontline workers using AI tools. The role involves delivering support, driving adoption, and acting as the voice of the user.
Responsibilities
Ready to build something from the ground up? We’re looking for our Founding Customer Adoption & Support Specialist in the US.
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 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.
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 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
Qualification
Empathetic and patientA clear communicatorCalm under pressureProactive and curiousA builderExperience supporting social workers
Required
Empathetic and patient: You understand that new AI technology can feel overwhelming. You break things down into simple steps and treat every user with respect and kindness.
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.
Preferred
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
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.
Start your journey to a more impactful career today. We're excited to hear from you.
