About the Job
Paraplanning Specialist — SydneyLocation Sydney, office-basedTeam Australia GTMReports to Head of GrowthCompensation $80-95k + super, dependent on applicant. Designing the future of your profession
Key Responsibilities
You own how a firm's Marloo environment is built, and how well it holds up once real client work runs through it. Templates and company knowledge together decide whether a firm's documents come out ready to review or ready to rewrite.
Day to day, the work arrives two ways.
Reactive. Customers raise tickets when a template is not doing what they expected. You interpret what they are actually describing — which is rarely what they wrote — diagnose whether it is the template, the knowledge, the input or the product, and make the amendment. Advice experience is what lets you read a complaint about a missing risk disclosure and know exactly which section broke.
Proactive. You get ahead of it. You train firms on what a good template looks like, run best-practice sessions with their paraplanners and advisers, and turn what you learn from tickets into standards, guidance and reusable templates that stop the same problem recurring across the customer base.
You will work day to day with customer success and customer support, and directly with product, engineering and the go-to-market team. You are the person in the building who knows what the output has to look like and why.
Build and edit templates. Construct document templates from scratch and repair existing ones so they produce complete, compliant, well-structured advice documents every time.
Configure company knowledge. Set up the firm-specific context — approved language, process, preferences, house positions — that makes a firm's documents read as theirs.
Implement and onboard. Take a newly signed firm from empty environment to genuinely live, working alongside the account owner and customer success.
Resolve template tickets. Interpret customer feedback, reproduce the issue, work out whether it is template, knowledge or product, and fix what you can fix.
Train on best practice. Run proactive sessions with advisers, paraplanners and admin teams on how to structure and maintain templates well.
Scale the solution. Turn repeat issues into documented standards, starter templates, reusable structures and training material, so the next hundred firms never hit the problem at all.
Feed product and engineering. You will see the same failure patterns before anyone else does. Those go back to product and engineering, with the detail that makes them actionable.
Get in the room. Some domestic travel for on-site work, conferences and industry events.
Required Skills & Abilities
We are looking for advice experience first. Specifically:
Paraplanners. You have built the documents, fought the templates, and know precisely which sections cause the rework.
Ex-advisers. You understand the client conversation on one side and what has to end up in the file on the other.
Compliance officers. You know what watertight actually means, and where documents fail when someone looks closely.
What matters more than which of those you have/are:
You have a strong understanding of advice strategies, including superannuation, tax, investments, insurance and SMSF.
You are driven. Large surface area, little hand-holding. The proactive half of this role only happens if you make it happen.
You are meticulous. This is detail work with real consequences. A template that is nearly right produces hundreds of documents that are nearly right.
You can hold both conversations. Technical leads internally, where you specify precisely what the output must do and why. Advisers, paraplanners and licensee stakeholders externally, where you explain and train without condescension.
You are curious about the tooling. You do not need a technical background, but you should be the kind of person who wants to know why the output changed, not just that it did.
You are comfortable with ambiguity. The product moves fast. What you build in month one may be rebuilt in month four.
You'll also need full working rights in Australia. We are not able to sponsor visas for this role.
The product is changing quickly and so is the way we implement it. You will have a lot of autonomy and need to be genuinely comfortable with ambiguity.
The performance bar is high and the team is collaborative. We work hard, we work fast, with integrity, and we have fun.
We are looking for people who care about the problem: access to advice, affordability of advice, and giving advisers tools worth using.
A short, sharp process including a practical work trial. We move quickly and we will tell you where you stand at every stage.
