Email support – Nightshift (Freshers can apply)

About Poshmark

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.

As a 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 Poshmark’s high standards of customer satisfaction.

The ideal 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

• Flexibility to work on holidays and occasional overtime, as required.

• This role will be for 5 working days/week, between 9PM - 6AM IST.

Requirements:

• Should be based in Chennai or within Tamil Nadu State, India.

• This role will be hybrid, with 5 working days/week, 9 hrs/day between shift hours of 9PM - 6AM IST.

• 0-2 years of equivalent 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; new college graduates are encouraged to apply

• Strong Macbook 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 Macbook navigation and 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 1 cases (General/Account/Order/Payment related issues) with efficiency and accuracy

6 Months Accomplishments

• Seamlessly navigate through all Tier 1 scenarios with ease and accuracy

• Handle escalated cases with 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 with manager guidance

• Potential to begin providing mentorship and guidance to new team members and peers

• Begin contributing to team initiatives