User Support Specialist

It’s not easy. Nothing worth doing ever is. But we take care of everyone who works here with everything from coaching to personal budgets and pay highly competitively. 

You’ll be joining a company that’s having a huge impact on people’s lives with a culture where you can be yourself, have fun and progress. 

You'll be:

• Helping new users get set up: showing new users how Magic Notes works in 121 and small group settings, both online and in-person.
• 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 problems: using your in-depth product knowledge to solve issues and effectively triage to product, engineering and customer success.
• Collaborating proactively to improve Magic Notes: working with product and customer success teams to continually improve the experience for our customers by sharing feedback and insights from users.

We’d love to hear from you if you are:

• Friendly, clear and engaging communicator - you can craft clear, concise emails as effortlessly as you can connect with users on video and in-person training sessions.
• Patient and empathetic - you’ll need strong listening skills, patience and the ability to make complex concepts easy to understand as you support users to navigate a brand-new technology.
• A strong multi-tasker - you’ll need to be comfortable managing numerous customer queries simultaneously and regularly switching contexts while maintaining excellent attention to detail.
• A speedy learner - you can quickly process new information, understand product features and grasp new technologies.
• Curious and proactive - you love digging into new problems, never let things go unresolved and enjoy working with others to get to the root of a problem.
• Adaptable and resilient - you’re someone who’s energised by ever-changing and fast-paced environments.

About Beam

We’re a team of over 150 working from our co-working space in Shoreditch and from home. We’ve picked up an armful of awards for our work (including one from our former Queen!) We’re one of the 10 hottest startups in London, according to WIRED magazine and a winner of LinkedIn’s Top 15 UK Startups. We’re also proud to be rated a top company to work for Escape the City, Tempo and The Dots.

We’re committed to hiring diversely and inclusively. You don’t need a degree to work here and we love to hear from global majority candidates and/or those who’ve experienced social disadvantage. 53% of people we support are from global majority backgrounds and 17% have disabilities. We believe we serve these people best when we’re a diverse and inclusive team.

Our benefits

• A salary of £30,000 - £35,000 - Highly competitive for social impact.
• EMI-qualifying share options
• On-demand therapy, coaching, classes & content - powered by Oliva
• Annual company retreat
• 1:1 workplace coaching with More Happi
• Regular team talks from leading UK tech entrepreneurs
• Free subscription to Calm meditation app
• Discounted bike and accessories with Cyclescheme
• Discounted tech products with Techscheme
• £200 Wellbeing (WellBeam) Budget
• Your own financial well-being coach, through Bippit

Application process

We have a four-stage interview process, giving you plenty of time to learn about Beam while we get to know you.

1. 30-minute video call with a member of the Talent team 
2. Timed take-home task
3.  One 45-minute meeting with a member of our Customer Team
4.  One 30-minute interview with a member of our Leadership Team

Please note:

• We are accepting rolling applications for this role, with no fixed close date
• We have a 6-month wait period before you can re-apply for this role
• Unfortunately, we are unable to provide visa sponsorship to candidates