Senior Email Support Associate (Night Shift)

Confidence can sometimes hold us back from applying for a job. Heres a secret: there&aposs no such thing as a 'perfect' candidate. Poshmark is looking for exceptional people who want to make a positive impact through their work and help create an organization where everyone can thrive. So whatever background you bring with you, please apply if this role would make you excited to come to work every day.

Job Description

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.

• This role will be fully Remote, 5 working days/week, between 11:30PM - 8AM IST.
  
  

As a Senior Community Associate, Email Support you are responsible for providing excellent front-line customer support via email to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries--related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmarks high standards of customer satisfaction.

The ideal Sr. Community Associate...

• understands empathy is the key to helping others
• exercises strong problem-solving skills and resourcefulness
• showcases endless patience and contagious positive energy
• has excellent written and verbal English communication skills
• Is self motivated and thrives working independently
  
  

Responsibilities

• Engage with Poshmark users via email support
• Respond to users in a timely, friendly, and professional manner
• Demonstrate empathy through thoughtful and prompt resolutions for the Community
• Research, troubleshoot, and recommend solutions for open orders and account-related issues
• Gather feedback and suggestions from the Community
• Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals
• Help with side projects and administrative work as needed
• Flexibility to work on holidays and occasional overtime, as required.
  
  

Requirements

• Should be based in Chennai or within Tamil Nadu State, India.
• This role will be fully Remote, with 5 working days/week, 9 hrs/day between shift hours of 11:30PM - 8AM IST.
• Must have between 3-6 years of work experience in customer service or community support, particularly in e-commerce. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred.
• Strong computer navigation and typing skills
• Excellent written and verbal English communication skills, with keen attention to detail
• Willing to work on holidays and provide support over weekends, as required
• Problem-solving mindset with the ability to work independently and as part of a team
• Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
• Enthusiastic about community, customer service, and spreading love and kindness
• Endless patience and a positive attitude with the ability to turn a negative into a positive.
• Competitive by nature; thrives off the success of a team
• Believes that helping users is crucial to the growth and success of the company
  
  

3 Months Accomplishments

• Comprehensive onboarding and hands-on training during the initial weeks
• Exhibit strong typing skills
• Exhibit strong Salesforce Service Cloud and G-suite tools navigation
• Self-motivated, independent, transparency in communication and collaboration with local India-based managers and US headquarters managers via Slack/Zoom.
• Independently handle Tier 2 cases (Shipping/Tracking/Delivery related post-order issues) with efficiency and accuracy
  
  

6 Months Accomplishments

• Seamlessly navigate through all Tier 2 scenarios with ease and accuracy
• Handle escalated cases independently with minimal manager guidance
• Provide resolutions that adhere to company policies, guidelines, and terms
• Meet and exceed established daily case goals on a consistent basis
  
  

12+Months Accomplishments

• Handle escalated cases independently without manager guidance
• Potential to begin providing mentorship and guidance to new team members and peers
• Begin contributing to team initiatives
  
  

About Us

Poshmark is a leading fashion resale marketplace powered by a vibrant, highly engaged community of buyers and sellers and real-time social experiences. Designed to make online selling fun, more social and easier than ever, Poshmark empowers its sellers to turn their closet into a thriving business and share their style with the world. Since its founding in 2011, Poshmark has grown its community to over 130 million users and generated over $10 billion in GMV, helping sellers realize billions in earnings, delighting buyers with deals and one-of-a-kind items, and building a more sustainable future for fashion. For more information, please visit www.poshmark.com, and for company news, visit newsroom.poshmark.com.

Why Poshmark

At Poshmark, were constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. Were disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. Were nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.

We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. Were invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever. We will set you up with comprehensive global and in-country benefits to support you and your family needs.

Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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