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Position Overview

Fastmail invites applications for the role of Customer Support Agent based at our Philadelphia office. You will join a team committed to delivering thoughtful, effective customer service by resolving issues, clarifying features, and providing empathetic communication. Interaction with customers ranges from technical troubleshooting such as IMAP configuration problems to general product guidance.

About Fastmail

Founded in 1999 and headquartered in Melbourne, Australia, Fastmail is a leading independent email service provider serving a global user base. Our mission focuses on enhancing email experiences by offering premium service and leading in industry standards, open source contributions, and advocacy.

Company Values

Commitment to being responsible internet participants, advocating open protocols and collaborative technologies.
Leadership in industry innovation, focusing on future technology and standards development.
Curiosity-driven, deep understanding of systems and technologies.
Encouragement of collaborative discussion to reach consensus through constructive dialogue.

Key Responsibilities

Address and resolve customer concerns with kindness, fostering self-sufficiency wherever possible.
Troubleshoot, replicate technical issues, and escalate complex problems to senior staff or development teams as needed.
Manage timely responses across multiple communication channels, emphasizing written correspondence.
Utilize support documentation and tools effectively and confidently.
Maintain current knowledge of email technologies and our product suite, adapting to emerging issues and updates.
Create and update helpful customer-facing content and internal support documentation.
Contribute to efforts preventing spam, phishing, and abuse, following best practices for security and privacy.
Collaborate with international teams via Slack, email, and videoconferencing, accommodating some time zone variation.
Engage in professional growth opportunities, including facilitating team discussions and participating in hiring processes.
Take on additional tasks as assigned.

Candidate Profile

Exceptional written communication skills with passion for customer service and adaptability in interaction styles.
Strong interest and ability in diagnosing technical challenges and understanding email systems and relevant technologies such as DNS.
Good analytical skills to identify issue patterns, draw logical conclusions, and independently research information.
Collaborative spirit with an emphasis on open communication and team problem-solving.

Requirements

Minimum one year of email-based customer support experience in technical environments.
Excellent writing skills essential to the role.
Positive attitude and empathetic approach to customer engagement.
Strong interpersonal skills including patience, enthusiasm, and attention to detail.
Familiarity with ticketing platforms; Zendesk experience is advantageous.

Preferred Qualifications

Diploma, Bachelor’s degree, or equivalent education.
Experience in privacy-focused and security-oriented IT organizations.
Keen interest in email and calendar technology sectors.

Inclusivity Statement

We promote diversity and encourage all candidates to apply, even if their experience does not match every criterion perfectly. Unique perspectives enrich our team.

Compensation and Schedule

The role offers a base annual salary of $62,499, with additional premiums of 5% for Saturday work and 10% for Sunday work, resulting in a potential total of $71,874 per year. We maintain transparent, consistent pay scales with annual reviews in July.

This position follows a hybrid work arrangement requiring two days per week onsite at our Center City Philadelphia office. The standard schedule consists of five days per week, including Saturday and Sunday, working 40 hours total (eight hours daily) with a 30-minute paid lunch.

Benefits

Full coverage of medical and dental benefits from your first day of employment.
Generous employer contributions towards partner and dependent coverage starting immediately.
Four weeks paid time off.
Paid sick leave, holidays, and parental leave options.
Paid sabbatical opportunities available for long-term employees.
Continuous professional development initiatives.
3% SIMPLE IRA matching.

Union Representation

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

Recruitment Process

Applicants must have authorization to work in the United States; sponsorship is not available. The hiring process includes a written assessment to evaluate customer service skills, virtual interviews, followed by an onsite interview and additional written assessment. Final candidates will undergo reference and background checks. Applications close August 9, 2026, with ongoing review and communication regarding status.

Equal Opportunity Employer

Fastmail is committed to creating an inclusive environment embracing diversity regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.

Next Steps

If you are a technical problem-solver who places high importance on compassionate and effective customer care, we encourage you to apply.

Customer Support Agent (SaaS Helpdesk)

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