Customer Support Agent; SaaS Helpdesk - Philadelphia

Overview

We're looking for a Customer Support Agent to join the Fastmail team in our Philadelphia office.

You’ll join a team of friendly experts behind every customer interaction, 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 matters.

At Fastmail, our guiding principles shape everything we do:

• We are good internet citizens
  —we foster open protocols, share technology, and build good relationships.
• We build the future
  —we lead in our industry and improve standards and technology to advance the field.
• 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:

• Help customers solve problems with kindness and compassion, 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.
• Respond to incoming queries through various channels in a timely manner, with a focus on written communication.
• Become familiar with and use support documentation and tools confidently.
• Develop and maintain 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.
• Write and maintain customer-facing help pages, internal documentation, and standard responses for our most common questions.
• Help prevent spam, phishing, and abuse while applying privacy and security best practices to protect customer data (we'll show you how).
• Work closely with our global team (Australia and India) through Slack, email, and daily huddles via Zoom—with occasional flexibility for time zone differences.
• Engage 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.

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 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. You know when to escalate complex issues.
• You thrive in collaborative environments and contribute to open communication and shared problem-solving.

• 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.

Research has shown that members of underrepresented groups are less likely to apply for roles unless they meet all the criteria. We recognize that different experiences make for a great team. If your experience doesn’t perfectly align with the criteria above, but you're excited about this role, we encourage you to apply now.

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…