Customer Support Agent (SaaS Helpdesk)

Customer Support Agent

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 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.

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 Zoomwith 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.

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.