Customer Support Agent (SaaS Helpdesk/Technical Support)

Fastmail is seeking a Customer Support Agent for a hybrid role based in Center City Philadelphia. The position focuses on written, customer-facing technical support, troubleshooting, and maintaining high-quality product and help documentation while working with a global team.

Role Overview

You will support customers through timely, written responses across multiple channels, help troubleshoot technical issues, and collaborate with senior staff or developers when escalation is required. The role also includes documenting support knowledge and staying current on product updates and common support trends.

Key Responsibilities

• Assist customers in resolving issues with kindness and compassion, supporting self-serve where possible.
• Troubleshoot and resolve technical problems by replicating issues, describing findings clearly, and escalating appropriately.
• Respond to incoming customer queries through various channels in a timely manner, with an emphasis on written communication.
• Use support documentation and internal tools confidently after becoming familiar with the support resources.
• Build and maintain product knowledge through training on email and Fastmail products, and ongoing awareness of trending issues and product updates.
• Write and maintain customer-facing help pages, internal documentation, and standard responses for frequent questions.
• Help prevent spam, phishing, and abuse using privacy and security best practices to protect customer data.
• Collaborate with a global team (Australia and India) via Slack, email, and daily huddles on Zoom, with occasional flexibility for time zone differences.
• Participate in growth opportunities, including facilitating team meetings and supporting interviews for potential colleagues.
• Complete other assigned tasks and duties as needed.

Required Qualifications

• At least one year of experience supporting customers via email in a similar support role (examples include software support, IT help desk, or other technical troubleshooting work).
• Outstanding written communication, since writing is central to the role.
• A positive, engaging approach to customer interactions.
• Strong interpersonal skills, patience, compassion, enthusiasm, and diligence.
• Experience with ticketing software (Zendesk is a plus).

Tools and Technologies

• IMAP
• Slack
• Zoom
• Zendesk
• DNS

Compensation and Work Schedule

This position offers a base salary of $62,499. Depending on schedule, there is a 5% premium for schedules that include Saturdays (annual salary up to $71,874) and a 10% premium for schedules that include Sundays (annual salary up to $71,874). The hybrid schedule includes working from the Center City Philadelphia office two days per week.

The role has an established weekly schedule of 40 hours total, with 8 hours per day including a 30-minute paid lunch break. The schedule includes three weekdays plus Saturday and Sunday.

Employees are represented by Communications Workers of America Local 13000, AFL-CIO.

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 up to 3%.

Bonus Considerations

• A diploma, Bachelor's degree, or equivalent.
• Experience supporting customers at a privacy-focused, security-conscious information technology organization.
• An interest in email and calendar technologies.

Application Process

• Applicants complete some screening questions. Fastmail cannot assist with visa or sponsorship, so you must already have the right to work in the United States.
• Shortlisted candidates complete a written assessment to demonstrate customer support expertise, followed by an interview over Zoom.
• If successful, there is an additional interview at the Center City Philadelphia office, along with an in-person written assessment.
• Final candidates will complete reference and background checks before an offer is made.
• Applications close August 9, 2026. Fastmail reviews applications as they are received and may move candidates forward before the closing date.