Customer Support Agent

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 Saturday through Wednesday, with Thursdays and Fridays off. You can read about our values, and our blog contains interviews with some of the people who will become your colleagues at Fastmail. 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. 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 When the vast majority of people get email for free, people choose Fastmail because they love email, value their privacy, and appreciate access to an all-star support team. As a Customer Support Agent, you'll be a vital member of the Fastmail team, dedicated to providing exceptional support and ensuring a positive experience for our current and prospective customers. You’ll spend most of your time directly responding to requests from current and prospective customers, primarily via email. Generally, interactions are a mix of troubleshooting and providing customer service that makes people feel heard. We’ll show you the ropes: during the first few weeks, you’ll go through our onboarding. After that, we’ll continue to train you on progressively complex or sensitive tasks through regular coaching with your team leads and peers. What makes your work unique We love our customers and want to give them the best possible experience. In this role, you will have the unique opportunity to impact those customer experiences directly. You will be interacting with customers with kindness, compassion, enthusiasm, and professionalism. Your role will focus on solving immediate issues, determining root causes of those issues, and acting as a trusted advisor for our current and prospective customers. With a commitment to continuous learning and development, you will thrive in a culture that puts its people and customers at the forefront of every decision. What are your responsibilities? As a Customer Support Agent, you’ll be responsible for the execution of tasks & duties associated with the Support team including: Helping customers solve problems with kindness and compassion, and empowering them to resolve issues on their own. Directly responding to incoming queries from various channels, including email, with high-quality and timely interactions, ensuring customer and business needs are fulfilled. Interacting with customers on social media and other public spaces where people talk about Fastmail. Troubleshooting and resolving technical issues, replicating and describing issues, and escalating as appropriate. Being familiar with and able to confidently use support documentation and tools. Developing and maintaining product knowledge (you’ll be trained on the ins and outs of our products) and staying updated on trending issues and product updates. Writing and maintaining customer-facing help pages, internal documentation, and standard responses for our most common questions. Performing routine tasks to assist in preventing spam, phishing, and abuse on our servers (we'll show you how). Applying your understanding of privacy, security, email loss risks, and other risks to customers to ensure that the information you provide does not introduce risk and reduces risk whenever possible. Developing strong communication and collaboration skills through activities such as team huddles and liaising with technical specialists. We have team members in the United States and India, and we’re in close communication with them. This means a fair bit of email and Slack chat, and daily video chats. Occasionally, you'll need to be available outside of your usual schedule for a meeting. Other duties as assigned. Salary This role has a base salary of $74,360, plus weekend penalties (currently $11,514 annually), plus superannuation. Requirements About you A strong, empathetic communicator: You’re confident in your interpersonal skills, ability to communicate both in writing and verbally, and genuinely enjoy supporting others. You value clarity and are comfortable adapting your communication style to suit different people and situations. Inquisitive and insightful: You’re adept at understanding people and technology. You know how to ask the right questions—whether you’re clarifying someone’s needs or digging into technical details—to get the information you need. A problem solver: You thrive on solving technical issues and are driven to find underlying causes and effective resolutions. Diligent: You’re known for being organised. You have a knack for noticing patterns, making logical connections, and articulating things carefully, both in writing and verbally. An independent learner: You enjoy learning by reading — much of your time will be spent reading technical documentation and internal updates sent via email. Self-aware: You know your own limitations. You are eager to learn about issues you haven’t encountered before, and also recognise when to escalate complex cases to more experienced staff or developers when appropriate. Team-oriented: You value collaboration and are excited to contribute to a culture that encourages open communication and collective problem-solving. Qualifications & Experience Minimum of one year in customer support or a related field. Excellent written and verbal language skills. Experience with ticketing software such as Zendesk. An interest in developing technical skills, including an understanding of email, calendars, clients, and DNS. A Diploma or Bachelor's degree or relevant experience is highly regarded—we value diverse paths to expertise. What are your responsibilities? Directly respond to incoming queries from various channels, including email, with high-quality and timely interactions, ensuring customer and business needs are fulfilled. Help customers solve problems with kindness and compassion, and empower them to resolve issues on their own. Interact with customers on social media and other public spaces where people talk about Fastmail. Troubleshoot and resolve technical issues, replicate and describe issues, and escalate as appropriate. Be familiar with and able to confidently use support documentation and tools. Develop and maintain product knowledge and stay updated on trending issues and product updates. Write and maintain customer-facing help pages, internal documentation, and standard responses for our most common questions. Perform routine tasks to assist in preventing spam, phishing, and abuse on our servers. Applying your understanding of privacy, security, email loss risks, and other risks to customers to ensure information you provide does not introduce risk and reduces risk whenever possible. Develop strong communication and collaboration skills through activities such as team huddles and liaising with technical specialists. We have team members in the United States and India, and we’re in close communication with them. This means a fair bit of email and Slack chat, and daily video chats. Occasionally, you'll need to be available outside of your usual schedule for a meeting. Other duties as assigned. Benefits 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 ask that you're 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 keep connections strong. 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 people who are enthusiastic to learn and improve 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 can’t help with a visa or sponsorship—you must already have the right to work in Australia. Let’s make email better, together. If this sounds like your kind of role, we’d love to hear from you!