Customer Support Agent (SaaS Helpdesk) at Fastmail in Philadelphia, PA

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.

Our Culture and Values

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.

About the role

As a Customer Support Agent, your responsibilities include:

• 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.

About you

We love our customers and want to give them the best possible experience. That’s where you come in!

This role may be great for you if:

• You excel at written communication and genuinely enjoy helping people. You adapt your style to connect with different customers and situations, and you know how to ask questions the right way to elicit the necessary information.
• You love digging into technical challenges, asking the right questions, and finding root causes. You're excited to learn about email systems, DNS, and other technologies that power our service.
• You notice patterns, make logical connections, and learn independently through reading technical documentation and internal updates sent via email. You know when to escalate complex issues.
• You thrive in collaborative environments and contribute to open communication and shared problem-solving.

Requirements

An ideal candidate has:

• 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.
• Experience with ticketing software (Zendesk is a plus).

Bonus points if you have:

• 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.

If you're excited about this role but your past experience doesn't align perfectly with the requirements above, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Benefits

This is a full-time role and includes the following 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%.
  

Salary and working hours

This role has a base salary of $58,093, plus 5% premium for Saturday schedule, and 10% premium for Sunday schedule, for a total annual compensation of $66,807. Fastmail uses transparent, non-negotiable pay levels across all roles, with annual increases in July.

This is a hybrid role, and you'll work from our Center City Philadelphia office two days per week.

You’ll have an established ongoing schedule (i.e., the same five days and same hours every week). Your schedule will include three weekdays, plus Saturday and Sunday. Your total working hours each week will be 40 hours: 8 hours per day, including a 30-minute paid lunch break.

This role is represented by Communications Workers of America Local 13000, AFL-CIO.

Our application process

When you apply, you'll complete some screening questions. Note that we cannot assist with a visa or sponsorship—you must already have the right to work in the United States.

Shortlisted candidates will receive a written assessment to showcase customer support expertise, followed by an interview over Zoom.

If this goes well, we will invite you to an interview at our office in Center City Philadelphia.

Final candidates will be asked to complete reference and background checks before an offer is made.

Please note that we will always email you with an update on your application, even if you aren't successful. If you don't see a message from us, check your spam folder. You may wish to whitelist @.workablemail.com now to ensure you don't miss a message from us.
 

Fastmail is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.

Sounds great! What's next?

If you're a skilled problem-solver who cares about people as much as you care about technology, we'd love to hear from you!