Customer Support Agent

Melbourne, Australia

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

This position is for someone who will work Wednesday through Sunday, 7:00 a.m. to 3:00 p.m. (Monday/Tuesday off).

You can read about our values, and our blog contains interviews with some of the people who will become your colleagues at Fastmail. Like everyone on our team, you’ll get great benefits.

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.

You’ll spend about 85% 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.

As a Customer Support Agent, you’ll be responsible for the execution of tasks & duties associated with the Support team including:

About 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:

An ideal candidate has:

If you are new to technology or tech support and interested in acquiring more technical skills, we're interested in developing that in you! We extend opportunities to people with a broad range of backgrounds and experiences.

Working at Fastmail

This is a full-time role and like everyone on our team, you'll get good benefits, equipment, books, and whatever else you need to do your job comfortably.

This job is based in Melbourne, Australia. We have a strong in-person culture and are looking for someone who will be on-site and part of that culture.

We also 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 we all need to be available outside of our usual schedules for a meeting. The Melbourne support team operates 7:00 a.m. to 4:00 p.m. seven days a week. We are partners, parents, and caregivers ourselves, and we understand that time-zone flexibility goes in both directions. Talk to us if you’re unsure.

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. We’ll give you a conference & development budget to do so.

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.

Sounds great, what's next?

Email us at support-au@jobs.fastmailteam.com and introduce yourself, tell us what interests you in working with Fastmail, and let us know what makes you believe you'd be a great fit here! We'd also love to hear what you’re interested in and anything else you want to tell us up front. Please also include a PDF of your resume.

Job Type: Full-time.

Salary: $55k to $62k /year plus super for Monday-Friday roles; $62k to $76k /year plus super for full-time schedules that include Saturday and/or Sunday.