Client Experience Trainer & Coach (Hybrid)

The-Husband-and-Wife-Law-Tea; Phoenix (AZ); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company matching

Paid time off

Paid family leave

Health savings account (HSA)

Team appreciation events

Employee discounts

Job summary

The Husband & Wife Law Team is seeking a Client Experience Specialist - Trainer (Hybrid) in Phoenix, AZ. The role focuses on turning client feedback into practical training and improving service quality across departments.

You will deliver live training, audit client calls, and partner with attorneys and support teams to move cases forward while maintaining frontline credibility and exceptional client service.

Qualifications

• Two or more years of proven relevant work experience.
• Strong facilitation, coaching, and written communication skills.
• Ability to move confidently between training delivery, quality analysis, client service, documentation, and preparation.
• Empathy, patience, adaptability, and a client-first approach.
• Highly effective time management, organization, planning, and follow-through.

Responsibilities

• Deliver engaging live training for active cohorts, monthly onboarding, and client communication skill-building.
• Audit client calls and translate observations into actionable feedback for paralegals, attorneys, and managers.
• Participate in live queues, handle client calls, and support follow-through.
• Collaborate with attorneys, paralegals, and internal departments to resolve client concerns and move cases forward.
• Document client interactions, feedback, coaching insights, and case updates clearly for teams.
• Prepare tailored learning content, FAQs, guides, office hours, assessments, and follow-up resources.
• Share trends with managers to align priorities and close feedback loops.
• Demonstrate strong facilitation, coaching, and written communication skills.

Skills

Facilitation

Coaching

Written communication

Cross-functional collaboration

Time management

Empathy

Client service

Attention to detail

Tools

Microsoft Office

Excel

PowerPoint

Legal CRM systems

Job description

The Husband & Wife Law Team is seeking a Client Experience Specialist - Trainer (Hybrid) in Phoenix, AZ. The role focuses on turning client feedback into practical training and improving service quality across departments.

You will deliver live training, audit client calls, and partner with attorneys and support teams to move cases forward while maintaining frontline credibility and exceptional client service.