Customer Support Agent (SaaS Helpdesk) - India

We're looking for a Customer Support Agent to join the Fastmail team working remotely. You’ll be joining our team of friendly experts behind every customer interaction. You’ll spend your days crafting thoughtful responses that solve problems, answer questions, and make people feel genuinely heard. Whether you’re troubleshooting a tricky IMAP configuration or helping someone understand our features, every response matters. 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 role As a Customer Support Agent, your responsibilities include: Helping customers solve problems with kindness and compassion, and empowering them to resolve issues on their own. Troubleshooting and resolving technical issues, replicating and describing issues, and escalating to senior staff or developers as appropriate. Responding to incoming queries through various channels in a timely manner, with a focus on written communication. Becoming familiar with and being able to