Customer Support & Onboarding Specialist

Paradino; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Paradino is seeking a Customer Support Specialist to be the first point of contact for advisers, owning the support inbox and resolving questions quickly.

You will work closely with customers and the product team to shape product enhancements and help onboard practices as Paradino scales.

This role sits in the Customer Success and Onboarding team, offering ownership, growth, and meaningful impact from day one.

Qualifications

• Experience in customer service or client-facing roles.
• Clear written and verbal communication.
• Ability to explain things simply.
• Comfort with learning new software quickly.
• Experience with support tools like Intercom is a plus, plus familiarity with AI tools.

Responsibilities

• Respond to support requests by chat, email and phone, resolving most on first contact.
• Troubleshoot issues and guide advisers to get the most out of Athena.
• Triage bugs and feature requests, passing clear, well-documented reports to engineering.
• Write and update help articles, guides and FAQs so customers can help themselves.
• Spot patterns in customer inquiries and escalate to product/success teams.
• Support onboarding of smaller practices as product knowledge grows.

Skills

Customer service experience

Clear written and verbal communication

Problem-solving

Organizational skills

Familiarity with AI tools

Tools

Intercom

Job description

Paradino is seeking a Customer Support Specialist to be the first point of contact for advisers, owning the support inbox and resolving questions quickly.

You will work closely with customers and the product team to shape product enhancements and help onboard practices as Paradino scales.

This role sits in the Customer Success and Onboarding team, offering ownership, growth, and meaningful impact from day one.