Senior Email Support Night Shift

Confidence can sometimes hold us back from applying for a job. Here’s a secret: theres 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.

As a Sr. 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 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
  
  

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

• 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 09:00PM - 6AM 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
  
  

• 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
  
  

• 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
  
  

• 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.