Customer Support Agent (SaaS Helpdesk)

Overview

Fastmail, based in Melbourne, Australia, is seeking a dedicated Customer Support Agent to join our team. As an essential member of our support group, you'll craft thoughtful and empathetic responses to assist customers in resolving technical and general queries related to our SaaS email services.

About Fastmail

Established in 1999, Fastmail is a leading independent email provider committed to enhancing email communication through high-quality service, open standards, and advocacy efforts. Our customer-centric approach drives us to continually improve our product and industry leadership.

Our Culture and Core Principles

• We act as responsible internet citizens by promoting open protocols and collaboration.
• We innovate and influence future standards and technologies.
• We pursue deep understanding and knowledge of our systems.
• We foster open discussion to reach consensus through constructive teamwork.

Role Responsibilities

• Provide courteous and supportive assistance, helping customers independently resolve issues.
• Diagnose and troubleshoot technical challenges, documenting and escalating as necessary.
• Respond promptly to incoming inquiries mainly via written communication channels.
• Confidently utilize support documentation and tools to aid in customer service.
• Maintain and expand expertise in email technologies and Fastmail products, staying updated on new developments.
• Create and update customer-facing help articles, internal guides, and standard replies.
• Identify and mitigate spam, phishing, and security risks while safeguarding user privacy.
• Collaborate with international teams across India and the US via Slack, email, and Zoom meetings, accommodating slight time zone differences.
• Engage in team growth activities such as leading meetings and assisting with recruitment tasks.
• Fulfill additional duties as assigned.

Candidate Profile

• Excellent written communication adaptable to diverse customers and scenarios.
• Strong enthusiasm for solving technical problems and learning about email infrastructure and DNS.
• Aptitude to recognize patterns, make logical connections, and independently study technical materials.
• Ability to discern when to escalate complex cases to senior staff.
• Enjoys collaborative environments and contributes openly to shared problem-solving.

Mandatory Requirements

• Minimum one year of experience in technical customer support via email.
• Outstanding proficiency in written communication.
• Positive, engaged, and patient customer interaction skills.
• Strong interpersonal abilities including compassion and diligence.
• Familiarity with ticketing platforms, Zendesk experience advantageous.
• Possession of a diploma, bachelor's degree, or equivalent five years of relevant work experience.

Preferred Qualifications

• Experience working in privacy-focused and security-conscious IT environments.
• Interest in email and calendar technologies.

Compensation and Working Conditions

This full-time position offers a fixed base salary of AUD 80,000 plus penalty rates for weekend work (5% for Saturdays and 10% for Sundays), totaling an approximate annual income of AUD 92,000 plus superannuation. The role operates under the Professional Employees Award (2020) with remuneration aligned to experience.

You'll work 37.5 hours weekly over five fixed days including three weekdays and weekends, typically 7.5 hours per day plus an unpaid 30-minute lunch break. This position adopts a hybrid work model requiring two days onsite each week at our Melbourne CBD office.

Employee Benefits

• Standard leave entitlements including annual, long service, and sick leave.
• Penalty overtime remuneration for weekend shifts.
• Paid parental leave for six weeks.
• Opportunities for continuous professional development.

Application Process and Additional Information

Eligible applicants must already have Australian work authorization as visa sponsorship is not provided. The hiring procedure includes an initial screening questionnaire, a written assessment to display customer support capabilities, and subsequent interviews conducted remotely and onsite with further written evaluation. Reference and background checks will precede any formal offer.

Applications close on 9 August, 2026; however, early applications may be screened and progressed prior to this deadline. Candidates will be informed about their application status and are advised to check spam folders accordingly.

Fastmail values diversity and encourages applicants from all backgrounds to apply. We aim to maintain an inclusive workplace and provide equal opportunities.