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.
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 fully Remote, with 5 working days/week, 9 hrs/day between shift hours of 9PM - 6AM IST.
- 0- 5 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
