Customer Support Team Lead

Philadelphia, USA

We're looking for a Customer Support Team Lead to join the Fastmail team in our Philadelphia office. When the vast majority of people get email for free, the reason people choose Fastmail is that they love email, value their privacy, and appreciate access to an all-star support team. We love our customers and want to give them the best possible experience. That's where you come in!

About the job

We take an expansive view of customer support. It’s both a feature and our best avenue for connecting with and learning about our customers. We want someone who recognizes our team for the customer experts they are!

You will help lead our team alongside our Support Team Lead in India and our Customer Experience Manager. As a team leader, you’ll be responsible for the execution of tasks & duties associated with the Support team including:

You’ll also spend about 40% of your time directly responding to customer requests yourself.

About you

This role may be great for you if:

You lead by example, showing the rest of the team how to provide a positive experience for customers, as well as how to bring the customer’s voice to the table in discussions with product teams.

You're enthusiastic about the value of team goals, including average first response time, resolution time, and rate of first-response resolutions.

You love to make connections with people, join the dots, and spot opportunities to make people happy. People say you really get them.

You love to solve tricky technical problems. You are driven to find the underlying issue and how to resolve it.

An ideal candidate has:

Half your colleagues will be many hours offset from you in either Australia or India, so you must be comfortable working via email, chat, and video chat.

Working at Fastmail

This is a full-time role. Like everyone on our team, you’ll get great benefits.

This job is based in Philadelphia, Pennsylvania. 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 Australia and India and we’re in close communication with them. This means that you’ll need to be available for a couple of evening calls each week. We are partners, parents, and caregivers ourselves, and we understand 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—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.

You can read about our values, and our blog contains interviews with some of the people who will become your colleagues at Fastmail.

We welcome all applicants regardless of race, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation. We can help you relocate to Philadelphia if needed. We can’t help a visa or sponsorship—you must already have the right to work in the United States.

Sounds great, what's next?

Email us at support-lead@jobs.fastmailteam.com to introduce yourself or ask questions about the role! This job requires clear written communication, so that message is part of your application. When applying, please be sure to attach a PDF of your resume.

Job Type: Full-time.