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Customer Support / Brand Advocate 2018
Melbourne CBD, Australia
We're looking for a Customer Support / Brand Advocate to join the FastMail team in our Melbourne office. Come work on the original social media platform - email - at a place that strives to put the customer's needs first.
Together with the rest of our team, you'll work on FastMail, Pobox, and our newest service, Topicbox.
When the vast majority of people get email for free, the reason people choose a paid service is because they love email. And we love our customers, and we want to give them the best possible experience. That's where you come in!
About the job
This is a writing position. A large part of it is customer service, mostly via email and chat (plus about 10 telephone calls a week). Some of it is manning social media (Twitter accounts, writing or editing blog posts). Some of it is writing web pages (both help pages and marketing content). Ultimately, you share responsibility for building the brand reputation through customer interaction, and for keeping our brand voice consistent across all channels.
This is also a research position. When a customer identifies a problem, you'll be in charge of determining the scope of it (just them? certain types of customers? everyone?), then raising the alarm for big problems, and testing and describing smaller ones.
This role is being added to fill out our global support team, providing support to customers across all time zones. You’re not alone: collaboration with your colleagues is essential.
A people person. A word wizard. An aspiring geek. A helper.
You should have excellent written language skills, strong verbal skills, patience and diligence.
People say you really get them. That is, you're good at figuring out what people mean, even if what they say is kind of garbled. Making that connection with customers makes you good at your job. You don't mind explaining something twice (or three times, or 4...), but you'd really like to hone one killer explanation, and use it again and again.
Maybe you've done customer service before, but you found it really frustrating because you couldn't actually do anything for people. Here, you will be empowered to help people, not give them a polite brush-off.
You like advocating for people. You live for the "a-ha!" moment.
You're good at running things down, noticing the details, making the logical connections, describing things carefully.
If you are new to technology, but interested in acquiring more technical skill, we're interested in developing that in you. While the primary customer tools have a graphical interface, we are a UNIX-based company, so this is a good place to get beginning exposure to web design and UI, source control tools like git, command line interfaces, etc.
If you have an interest in marketing and social media, we're interested in developing that, too. Within the scope of providing the best service we can to our customers, there's lots of opportunity for expanding your skill set within the areas that interest you.
Working at FastMail
If you come and work with us, you'll be working at our office in the Melbourne CBD.
We have an office in Philadelphia, USA, and we're in close communication with them. Because of the time difference, this means a lot of email, a fair bit of Slack chat, and occasional video chats. This means that occasionally you might need to be available outside normal business hours for a team meeting. Yes, you may go there at some point, too!
We encourage employees to write and speak about the great work we do, and we value people who are enthusiastic to learn and improve their skills -- and we give them a conference budget to do so. Many staffers write articles on our blog, and we hope you will, too. Several staff members are regular conference speakers.
Like everyone on our team, you'll get good benefits (such as paid parental leave) and 4 weeks annual leave. We'll set you up with equipment, books, and whatever else you need to do your job comfortably.
We see this as a full-time 9-5 role with a high face-to-face communication component, so you'll be required to spend most of your work-time physically present in our Melbourne office. There's flexibility in that though - we are partners, parents and carers ourselves. Talk to us if you're unsure.
We welcome all applicants regardless of race, colour, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.
About the only thing we can't help with is visas or sponsorship. You must already have the right to work in Australia.
Sounds great, what's next?
Email us at firstname.lastname@example.org to introduce yourself and tell us why you would be a good fit for the job! This job is 80% sending email, so that message is part of your application, but please also include a PDF of your resume.
Job Type: Full-time
Salary: $45k to $50k /year