Customer Advocate / Support Technician -

Customer Advocate / Support Technician Philadelphia, PA

Fastmail |  Philadelphia, PA | Other

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Job Description
Perks + Benefits
Company Culture Coverage

We’re looking for a Customer Advocate / Support Technician to join the Fastmail team in our Philadelphia 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 our service is that they love email, value their privacy, and appreciate access to an all-star support team. 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 communication and writing position. A large part of it is interacting with current and potential customers, mostly via email with the occasional chat or phone call. Some of it is writing and maintaining web pages (customer-facing help pages, internal documentation, and occasional marketing content). Some of it is staffing social media (Twitter accounts, writing or editing blog posts). Ultimately, you share responsibility for maintaining the brand reputation through customer interaction, and for keeping our brand voice consistent across all channels.

This is also a problem-solving and 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 an essential part of this role.

About you

A people person. A word wizard. A trusted advisor. A lifelong learner.

You should have excellent written and verbal language skills, strong interpersonal skills, compassion, enthusiasm, patience, diligence, and an ability to gracefully adapt to change.

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 and teammates makes you good at your job. You don’t mind asking questions, or explaining something twice (or three times, or four…), 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 details, making logical connections, describing things carefully.

If you are new to technology or tech support and interested in acquiring more technical skills, 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, and command-line interfaces.

If you have an interest in marketing or programming, 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 skillset within the areas that interest you.

Working at Fastmail

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

  • 100% covered medical and dental benefits for you from day one
  • generous contributions for partners and dependent coverage (also available from day one)
  • four weeks of paid time off, plus holidays
  • paid sick leave and parental leave
  • paid sabbatical for long-term staff
  • annual professional development budget to fund your own growth
  • supportive work environment
  • team events to share your passions (from tech tools and user testing to crafts, movies, and games)

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 an office in Melbourne, Australia, and we’re in close communication with them. Because of the time difference, this means a fair bit of email and Slack chat, and daily video chats. The Philadelphia support team operates 8:00 a.m. to 8:00 p.m. seven days a week. You will usually work five days a week, eight hours a day, and your regular schedule will include Saturday and Sunday. Occasionally you will need to be available outside of your usual schedule for a team meeting.

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 see this as a full-time 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 Philadelphia 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, color, religion, age, pregnancy, gender identity or expression, disability, or sexual orientation.

The thing we can’t help with is a visa or sponsorship. You must already have the right to work in the United States.

Sounds great, what’s next?

Email us at 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. We’d also love to hear what you’re interested in, what makes the job interesting, and anything else you want to tell us up front.

Job Type: Full-time.

Salary: $36k to $41k /year to start, based on experience.

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Health & Wellness
  • Dental Insurance
  • FSA
  • Health Insurance
  • Travel Required
Parental Benefits
  • Family Medical Leave
  • Parental Leave
Perks & Discounts
  • Casual Dress
  • Snacks Provided
Professional Development
  • Training & Development Budget
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Retirement & Stock Options Benefits
  • 401k with company contribution

What does “being a good internet citizen” mean?

For us, it’s all about behaving ethically and responsibly in today’s internet landscape. We strive to always do the right thing and put people first. We value customers’ trust and never compromise the privacy of their personal data. We build and contribute to open-source projects that help move our industry forward. And most importantly, we bring a human touch to a high-tech industry.


What benefits do you offer that stand out from other companies?

In response to Covid-19 and its new demands on workplace culture, we offer very flexible hours to enable a healthy work-life balance for all of our employees. We also offer very generous PTO with no leave cap. And if an employee has been with us for seven years or longer, they are able to take what’s called a "Long Service Leave," which is a 2-month paid sabbatical.

As one of our company values, we place a heavy focus on our employees’ personal and professional growth. Every employee has their own personal/professional development budget to use as they wish, whether on a course, conference, books, etc. It can also be applied to board service at a non-profit or charity.


Being a global company, are there opportunities to travel?

Yes! Before Covid-19, many of our Philadelphia staffers had regular opportunities to travel to our office in Australia, and vice versa. When it's safe to travel again, that is definitely an opportunity for the future.


What is the company’s current tech stack?

Our client application is written in modern JavaScript using our own open-source framework, Overture, as well as Squire, a popular rich text editor which we wrote. Our client and server communicate using JMAP, a protocol we developed and turned into an open standard. Our server is made up of quite a few different software systems written primarily in Perl 5, but most customer data is stored in Cyrus, an open source JMAP (and IMAP and more) server written in C, and we're its primary maintainers.  All this runs on Linux running on our own real hardware.


What kind of qualities do you look for when hiring new technologists?

We are looking for people who have a true passion for programming and the continual desire to push themselves in their understanding of programming concepts and techniques. Our culture is one of constant learning, and we look for that same interest from candidates. Development at Fastmail is a highly collaborative process so we want people who work well with others and are excited to build new things.

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