At a Glance
- Tasks: Lead and develop a team to onboard and train clients effectively.
- Company: Join Smokeball, a recognised leader in legal practice management software.
- Benefits: Enjoy a competitive salary, wellbeing allowance, and performance incentives.
- Other info: Dynamic, inclusive environment with opportunities for growth and development.
- Why this job: Shape client experiences and drive innovation in the legal tech space.
- Qualifications: Organised mindset, experience in training, and passion for legal technology.
The predicted salary is between 51750 - 63250 £ per year.
Smokeball is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most. With offices across Australia, the US, and the UK, we're united by a clear purpose - and that purpose has shaped a culture worth being part of. This year, Wrk+ recognised us as one of Australia's Best Places to Work, and we've been certified a "Great Place to Work" again.
We’re looking for an Onboarding and Training Team Lead that is passionate about helping our clients get the most out of Smokeball from day one. This is a true player-coach role: you’ll lead and develop a small team of onboarding and training specialists, while also rolling up your sleeves to deliver hands-on. You’ll bring an organized, methodical approach, and you’ll be comfortable coordinating across internal teams (sales, support, product, client success) as well as directly with law firm staff and leadership. Beyond day-to-day delivery, you’ll help shape how we onboard and train clients at scale. That means continuously refining our onboarding journeys, project plans, and documentation to make sure they’re fit for purpose as our client base grows. Legal industry experience is a strong plus, but not a dealbreaker - we care more about your ability to build trust with clients, structure a great onboarding experience, and lead a team that does the same.
Key Responsibilities
- Lead, coach, and support a team of onboarding and training specialists, helping them deliver consistent, high-quality client experiences.
- Personally deliver consultative onboarding and training for high-value or complex clients, including in-field sessions as required.
- Coordinate cross-functionally with sales, client success, support, and product teams to ensure smooth handoffs and a unified client experience.
- Contribute to the continuous improvement of onboarding journeys, project plans, and supporting documentation to keep them fit for purpose as our client base evolves.
- Act as a first escalation point for onboarding and training challenges, working with clients and internal teams to resolve them.
- Track and report on onboarding milestones, timelines, and outcomes to identify trends and drive continuous improvement.
- Act as a voice of the customer, sharing insights, identifying pain points, and contributing to continuous improvement of the product and client experience.
- Contribute to a fast-paced, growing environment where technology and innovation drive client outcomes.
What we are looking for:
- An organised and methodical mindset with the ability to manage multiple priorities & initiatives at the same time.
- Experience and comfort in delivering in-person and in-field onboarding and training.
- Advanced skill in training and/or teaching methodologies with the ability to explain technical information to non-technical users.
- Experience in working with or within the legal industry.
- People leadership or line management experience is preferred, but not a deal-breaker.
- Passion for legal technology and delivering exceptional customer service.
If you’re someone who thrives on empowering clients and shaping meaningful experiences, we’d love to have you on our team.
What’s in it for you?
- A dynamic and inclusive work environment.
- Competitive salary and performance-based incentives.
- Wellbeing allowance.
- The chance to be a key player in shaping the company’s success in the UK.
- Company provided ai licenses to support productivity.
- 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 UK residents. Unfortunately, we are not able to offer sponsorship currently.
Onboarding and Training Lead employer: Smokeball UK
Smokeball UK is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. With a strong focus on employee growth, you will have the opportunity to lead a regional finance team while contributing to the company's expansion in the SaaS sector. Located in the vibrant UK market, Smokeball provides a supportive environment where your contributions directly impact business success and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Onboarding and Training Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smokeball UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Smokeball UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Onboarding and Training Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Smokeball UK:Your cover letter is your chance to shine! Tell us why you want to work at Smokeball UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Smokeball UK!
How to prepare for a job interview at Smokeball UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
