Delivery Executive, Australia | Beam's first | $70,000 to $85,000 plus super | Melbourne (Sydney or Brisbane considered)

Entry level, and you own the lot.

Over 100,000 frontline workers use Beam. In Australia, they get one person. Support, training, the Help Centre, the lot. That person is going to be you.

Beam builds AI for frontline human services. The product takes notes, interprets live, and handles phone calls for social workers, clinicians and support staff, so their time goes to people rather than paperwork. It is used across the UK, US and Australia.

The company is backed by the founders of Booking.com, Calm, Shazam and Dropbox. It has an award from the former Queen, a place on WIRED's list of London's ten hottest startups, and coverage in the FT, BBC, TechCrunch, Forbes and The Guardian.

Australia is the newest market and it is already live with Life Without Barriers, where the pilot cut admin time by 51% and lifted staff satisfaction by 94%. The buyers are government departments, large not-for-profits and NDIS providers. The users are people doing some of the hardest work there is.

Nobody in Australia does this job today. The users are here, the questions are here, and the answers currently wait for London to wake up. That is the gap you close.

Why this role

• $70,000 to $85,000 base plus superannuation

• You are Beam's first Delivery Executive in Australia, so how the job runs here is yours to shape

• A stated next step into a more strategic delivery role, and a function that will grow underneath you if you are good

• 23 days annual leave, plus 3 held back for Christmas, plus public holidays

• A six-week sabbatical after three years

• 18 weeks paid leave for primary carers, 4 weeks for secondary carers

• Therapy and coaching through Oliva, financial coaching through Bippit, a $400 annual wellness and development budget, and a one-off budget to set your desk up properly

• The product gives time back to people who have very little of it

What you'll actually do

• Own support end to end. Tickets, 1:1s, troubleshooting, and being the first person an Australian user ever deals with

• Set up new accounts so people can start the day they are ready, not the week after

• Run virtual training sessions and take people from wary to confident with the product

• Take Beam's Help Centre and make it work for Australian users, so people can answer their own questions without waiting on you

• Run feedback sessions, work out what the pattern behind the questions is, and get the substantial stuff in front of the product team

• Work out the Australian version of how this job is done, because nobody has done it here yet

Who this suits

You don't need to have worked in tech, and you don't need to have run a training session before. What matters is whether people trust you quickly and whether you move without being asked twice.

• You take the initiative. You would rather try something and be told it was wrong than wait to be told what to do

• You pick things up fast, across tools, processes and people, and you ask rather than guess

• You are patient with people who find new technology daunting. A lot of Beam's users do

• You write and speak clearly. Warm, direct, no waffle

• Presenting to a group doesn't put you off, and you want to get good at it

• You can hold live queries, a training calendar and admin in the same week without dropping any of them

Support or customer-facing experience helps. Zendesk helps. An interest in social impact, government or the not-for-profit sector helps more than either. None of it is required.

If you have come from frontline services and want your first move into software, this is one of the few roles where that background is the advantage rather than the thing you have to explain.

What success looks like

• Australian users stop waiting for UK hours to get an answer

• New users are set up and trained without it becoming a project

• The Help Centre answers the questions people actually ask, and the ticket volume starts to drop because of it

• Product hears what Australian users think, in a form they can act on

• Twelve months in, someone could pick up what you have built and run it, and you have moved on to the harder end of delivery

Why this one is different

Most first jobs in tech hand you a queue and a script. You learn one slice of a machine somebody else built, and after two years you know that slice very well.

This is a different shape. The function exists, it just doesn't exist here yet. There is a UK team who have built it once already, and a Help Centre behind them. Your job is to make all of that work for Australian users, in an Australian timezone, for the organisations Beam sells to here. What that looks like in practice is largely yours to work out.

The honest part: support is the day job. Tickets first, training second, and writing documentation is a real share of the week. If you want the strategic end of delivery from day one, this is not that role. It is the role that gets you there, and Beam has said out loud where it leads.

Process

A conversation with Pointer first, then Beam's own stages, which include a live session where you talk someone through the product. We will walk you through the detail on the first call.

Apply now, or reach out to Hugo Bieber for a proper conversation about the role and where it's heading.