Are you tech-savvy with a passion for delivering excellent customer service?
Do you thrive in a fast-pace environment where every call is a new opportunity?
Then we would love to hear from you!
Join us and be part of the Smokeball UK team.
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-size legal practices run their best firm and live their best life.
We're passionate about what we do, and our clients know it!
About the role Our client experience team interacts with clients daily via phone calls and email, ensuring clients can maximize their experience with Smokeball.
We provide comprehensive technical support and exceptional customer service, assisting clients with their needs while also leading onboarding and training sessions.
Collaborating closely with our other teams, we are dedicated to delivering "Legendary Service" that sets us apart in the legal tech industry.
Be part of a growing UK team that looks to set the standard in client experience.
Key Responsibilities Provide front-line technical support via telephone, email, and live remote sessions to small and medium-sized law firms.
Manage and service support tickets from start to finish, adhering to all processes and escalating when necessary, ensuring all relevant information is included.
Take ownership of both internal and external communications for open support tickets.
Confidently engage, collaborate, and communicate with key business stakeholders to resolve issues.
Identify and document customer pain points, advocating for clients by sharing insights, product issues, and enhancement ideas to improve the overall Client Experience.
Conduct onboarding and training sessions for new clients, ensuring they are equipped to use our software effectively.
Provide ongoing training on relevant software systems used for ticketing, remote support, and client communication.
What we are looking for Minimum of 1+ years in client support roles within a SaaS environment.
Proven track record of successfully guiding clients through onboarding and training processes to ensure effective software utilisation.
Strong ability to drive customer satisfaction by troubleshooting issues and providing timely resolutions.
Experience in developing and delivering training materials and sessions tailored to client needs.
Confidence to adapt to new programs and systems, quickly learning features to better assist clients.
Ability to thrive in a fast-paced, dynamic environment, demonstrating initiative and a proactive approach to client support.
What's in it for you?
Competitive Salary Regular bonuses Employee share scheme Awesome off-sites and parties Paid Parental Leave In-office Barista 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.
Please note: This role is only open to UK residents.
Unfortunately, we are not able to offer sponsorship currently.