Client Experience

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it

Not to brag, but we've just been awarded the best place to work in Australia by Wrk+, and once again, we have been certified as a "Great Place to Work". Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

About the Job

We're looking for someone who is passionate about helping clients get the most out of Smokeball, and who's excited to join a vibrant community of legal and tech professionals. At Smokeball, we live by the value of "innovating for the client, not the press release."

Our Client Experience team is at the heart of this mission. Known across the legal tech industry for delivering Legendary Service, we provide comprehensive support, training, and best-practice guidance to help firms succeed with Smokeball.

In this client-facing role, you'll

• Deliver engaging software training and practical advice, tailored to each firm's needs.
• Share insights and conduct internal training with our wider team and platform partners, equipping them to better support our clients.
• Contribute to a fast-paced, growing environment where technology and innovation drive real client impact.
• If you're someone who thrives on empowering clients and shaping meaningful experiences, we'd love to have you on our team.

What You'll Be Doing

• Deliver scheduled remote and onsite software training for clients
• Respond to and manage inbound client requests for knowledge and training
• Assist in producing and maintaining our Australian support documentation, including how-to videos and articles to provide proactive assistance to clients
• Conduct software training internally for staff within Smokeball and our platform partner companies
• Collaborate with the rest of the team to deeply understand customer pain points and advocate for our clients by surfacing customer insights, product issues and make ongoing improvements to the digital client experience strategy

Your Experience

• Training expertise or learning and development experience, ideally in software user training and onboarding
• Exceptional presentation and training skills, with an eye for detail
• A working understanding of human learning models and innate learning behaviours
• Passion for legal technology and delivering exceptional customer service

Nice to have (not a deal breaker)

• Experience working in the legal industry e.g. as a paralegal or practice manager
• Experience in legal trust accounting
• Experience working with practice management software
• Experience working with a non-tech-savvy client base

What's in it for you?

• Wellbeing allowance
• Be part of a forward-thinking company that is transforming the legal industry.
• Office lunches and loads of snacks
• And of course...the SWAG

Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don't meet all the criteria? No worries If our values resonate with your personal values and you think you have what it takes, we'd love to hear from you

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Training

Industries

• Legal Services

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