Customer Support Agent

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.

We're looking for a Customer Support Agent to join the Fastmail team in our Melbourne office. This full-time role is 37.5 hours per week, working 7:00 am to 3:00 pm Saturday through Wednesday, with Thursdays and Fridays off.

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 job

Fastmail customers choose us because they genuinely love email, value their privacy, and know they'll get world-class support when they need it. That's where you come in.

As a Customer Support Agent, 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.

About you

• Exceptional communicator: You excel at written communication (essential for our email-based support) 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.
• Tech-curious problem solver: 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.
• Self-directed and organised: 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.
• Team player: You thrive in collaborative environments and contribute to open communication and shared problem-solving.

Our application process

• Send us your resume, cover letter, and completed answers to our selection criteria questions (included below).
• We will review your application—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 *@* now to ensure you don't miss a message from us.
• If we like what we see, you will be invited to an interview via Zoom.
• If this goes well, we will then like to meet you in person at our office in Melbourne.
• We may have another in-person interview before hopefully asking to complete reference and police checks.

What we're looking for and need:

• A Bachelor's degree in a relevant field OR 5+ years of customer support experience in similar roles.
• Hands-on experience in providing customer support via email.
• Outstanding written communication skills—you must have professional-level proficiency, as most of your work requires writing.
• A positive and engaging approach to all customer interactions.
• A genuine curiosity about technology—you get excited about learning how things work.
• Experience with ticketing software (Zendesk is a plus) and interest in email/calendar technologies.

What are your responsibilities?

As a Customer Support Agent, you'll be responsible for:

• Respond to incoming queries through various channels in a timely manner, with a strong focus on written communication.
• Communicate with empathy and expertise, helping them solve problems while empowering self-service when possible.
• Troubleshoot and resolve technical issues, replicate and describe issues, and escalate as appropriate.
• Become familiar with and able to use support documentation and tools confidently.
• 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.
• Work closely with our global team (US and India) through Slack, email, and daily huddles via Zoom—with occasional flexibility for time zone differences.
• Stay current on product updates, trending issues, and evolving support best practices.
• Plus other tasks and duties as allocated to you.

Salary

This role has a base salary of $74,360, plus weekend penalties (currently $11,514 annually), plus superannuation.

What We Offer

At the heart of our success is our team and the culture we've built together:

• A hybrid work style that values flexibility. We have a strong in-person culture and kindly request that you be present in the office on Mondays and Wednesdays. The rest of the week is up to you—work remotely or come in, whatever suits your rhythm.
• A warm, welcoming team. We genuinely enjoy working together. Expect team lunches, friendly faces, and a kitchen full of snacks. We also plan low-key team activities to maintain strong connections.
• Support when you need it. Our Employee Assistance Program offers free, confidential support for mental health, well-being, and life's challenges.
• A commitment to continuous learning and growth. We value individuals who are enthusiastic about learning and improving their skills, and we offer ongoing professional development opportunities to support our high-performing team.

We welcome all applicants regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation. We cannot assist with a visa or sponsorship—you must already have the right to work in Australia.

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