Onboarding and Training Lead

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is a global leader in legal practice management software, proudly supporting small and mid-sized legal practices to run their best firm and live their best life. We’re passionate about what we do, and our clients know it!

Our collaborative culture and strong sense of purpose are the driving forces behind our success.

Role Overview

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-person/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

👪 Competitive Paid Parental Leave

🚀 The chance to be a key player in shaping the company's success in the UK

🥡 Office Snacks

💻 Hybrid working style

✨ 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.