Customer Support Specialist

About Paradino

Paradino is transforming financial advice through AI and automation.

Our platform, powered by Athena, helps advice businesses automate critical parts of the advice process so they can spend less time on administration and more time supporting their clients.

We're a small team with a big ambition: helping advice businesses work smarter and scale more effectively.

Backed by Netwealth, we're accelerating the next stage of our growth while staying focused on building great technology, solving real industry challenges and delivering meaningful outcomes for our customers.

If you're looking for a role where you'll have ownership, impact and the opportunity to help shape what's next, we'd love to hear from you.

About the opportunity

At Paradino, customer feedback doesn't disappear into a ticketing queue. As our Customer Support Specialist, you'll be the first point of contact for advisers and their teams, owning our support inbox, resolving questions quickly and making sure every adviser feels looked after.

You'll work closely with customers, understand their challenges and help shape how the product evolves. You'll also have a direct line into the product team, so ideas and improvements move fast and you can see the impact of your work on both customers and the business.

You'll sit in our Customer Success and Onboarding team. By taking ownership of day-to-day support, you'll free up time to onboard our larger practices, so you'll play a direct part in how we scale. This role will grow as you build your skills and as Paradino grows.

In this role, you will:

• Respond to support requests by chat, email and phone, and resolve most of them on first contact

• Troubleshoot issues and show advisers and paraplanners how to get the most out of Athena

• Triage bugs and feature requests, and pass clear, well-documented reports to engineering

• Write and update help articles, guides and FAQs so customers can find answers themselves

• Spot patterns in what customers ask and flag them to the product and success teams

• Over time, support the onboarding of smaller practices as your product knowledge grows

About you

You're someone who likes getting to the bottom of a problem and following it through until it's sorted.

Your background could be customer service, hospitality, retail or any client-facing role. What matters more is how you work. You're a clear, patient communicator, in writing and on the phone, and you can explain things simply. You pick up new software quickly and use AI tools day to day to work faster and write better responses.

You'll bring:

• Experience in customer service, hospitality, retail or another client-facing role

• Clear, patient written and verbal communication

• A natural problem-solving instinct

• Organisation and reliability, with every request tracked through to resolution

• Comfort with technology and quick learning of new tools (experience with support tools like Intercom is a plus)

• Confidence using AI tools in your everyday work

• Curiosity and a keen interest in growing into onboarding or customer success over time

Familiarity with the financial advice industry, for example as a client service officer or paraplanning assistant, is a plus but not essential.

This is a great first step into a fast-growing business. You'll learn the product inside out, build real relationships with customers, and have the room to grow as Paradino does.

Life at Paradino

Paradino is still early in its journey, which means there's plenty of opportunity to contribute, take ownership and make an impact.

We're a small team that works closely together, moves quickly and focuses on solving real problems for advisers and their clients. You'll work directly with experienced founders, have visibility across the business and be trusted to make a meaningful contribution from day one.

Like any growing company, not everything is fully built. Priorities can shift, roles can evolve and you'll often be working through new challenges. For the right person, that's part of the attraction.

If you're looking for a highly structured environment with layers of process and hierarchy, Paradino probably isn't the right fit. If you're energised by ownership, collaboration and helping build what comes next, we'd love to hear from you.

Don't meet every requirement? We'd still encourage you to apply. We're interested in capable people who are excited by the opportunity and can demonstrate the skills and mindset to succeed.Apply now and help shape the future of advice technology!