Customer Support Agent (SaaS Helpdesk)
About The Position
We're looking for a Customer Support Agent to join the Fastmail team in our Philadelphia office. You’ll be joining our team of friendly experts behind every customer interaction. You’ll spend your days crafting thoughtful responses that solve problems, answer questions, and make people feel genuinely heard. Whether you’re troubleshooting a tricky IMAP configuration or helping someone understand our features, every response you write matters. Fastmail is a small company making a big difference Fastmail has been the leading independent email service since 1999, headquartered in Melbourne, Australia, with a global customer base. Our mission is to make email better. We make email better for our customers by providing the premium email service that people are proud to pay for. And we make email better for the world by leading standards, open source, and advocacy work. We understand that these aims can only be achieved with a dedicated team passionate about serving our customers, improving our product, and driving the industry forward. At Fastmail, our guiding principles shape everything we do: We are good internet citizens—we believe in open protocols, sharing technology, and fostering good relationships. We build the future—we are leaders in our industry, and build or improve standards and technology to further that. We seek understanding—we are curious and seek deep understanding of our systems. We value discussion—we reach agreement through constructive, iterative collaboration.
Requirements
- One year of experience supporting customers via email in similar tech support roles.
- Outstanding written communication skills—writing is a central part of your role.
- A positive and engaging approach to customer interactions.
- Strong interpersonal skills, patience, compassion, enthusiasm, and diligence.
Nice To Haves
- A diploma, Bachelor's degree, or equivalent.
- Experience working with a privacy-focused, security-conscious information technology organization.
- An interest in email and calendar technologies.
- Experience with ticketing software (Zendesk is a plus).
Responsibilities
- Helping customers solve problems with kindness and compassion, and empowering them to resolve issues on their own.
- Troubleshooting and resolving technical issues, replicating and describing issues, and escalating to senior staff or developers as appropriate.
- Responding to incoming queries through various channels in a timely manner, with a focus on written communication.
- Becoming familiar with and being able to use support documentation and tools confidently.
- Developing and maintaining product knowledge: you'll be trained on the ins and outs of email, and our products, and you'll stay informed on trending issues and product updates.
- Writing and maintaining customer-facing help pages, internal documentation, and standard responses for our most common questions.
- Helping prevent spam, phishing, and abuse while applying privacy and security best practices to protect customer data (we'll show you how).
- Working closely with our global team (Australia and India) through Slack, email, and daily huddles via Zoom—with occasional flexibility for time zone differences.
- Engaging in opportunities to grow your skillset, such as facilitating team meetings and participating in interviews for potential colleagues.
- Plus other tasks and duties as allocated to you.
Benefits
- 100% covered medical and dental benefits for you from day one.
- Generous contributions for partners and dependent coverage (also available from day one).
- Four weeks of paid time off.
- Paid sick leave, holidays, and parental leave.
- Paid sabbatical for long-term staff.
- Ongoing professional development opportunities.
- SIMPLE IRA match of up to 3%.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
