Junior Email Support, 's can apply

About the Role

• This role provides front-line customer support to Poshmark's growing community.
• Triage and respond to high volumes of time-sensitive customer inquiries related to orders and accounts.
• Provide detailed product education.
• Maintain a high level of customer satisfaction and assist with a seamless user experience.
• Investigate, resolve issues, and communicate effectively.

Key Responsibilities

• Engage with Poshmark users regarding dispute cases via email support.
• Investigate all aspects of an order and find resolutions for dispute cases filed by buyers.
• Respond to users in a timely, friendly, and professional manner.
• Execute decisions to fairly resolve disputes following Poshmark’s return policies.
• Communicate with Poshmark users in a friendly, helpful, and patient manner via email.
• 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.

Requirements & Tech Stack

• Based in Chennai or within Tamil Nadu State, India.
• Fully Remote role with 5 working days/week, 9 hrs/day.
• Overnight shift options: 7:30pm/9:30pm/11:30pm (Sun-Thurs / Tues-Sat / Fri-Tues).
• AUS shift options: 3:30am IST (Sun-Thurs / Tues-Sat / Fri-Tues).
• Strong Macbook navigation and typing skills.
• Willing to work on holidays and provide support over weekends, as required.
• Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism.

Qualifications

• 0-3 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.
• Excellent written and verbal English communication skills, with keen attention to detail.
• Problem-solving mindset with the ability to work independently and as part of a team.
• Enthusiastic about community, customer service, and spreading love and kindness.
• Endless patience and a positive attitude.
• Competitive by nature; thrives off the success of a team.
• Believes that helping users is crucial to the growth and success of the company.
• Understands empathy is the key to helping others.
• Exercises strong problem-solving skills.
• Showcases endless patience and contagious positive energy.
• Is self-motivated and thrives working independently.

6-Month Accomplishments

• Independently handle trained cases with efficiency and accuracy.
• Provide resolutions based on guidelines and policies.
• Meet daily case goals on a consistent basis.

12+ Month Accomplishments

• Navigate assigned Tier cases with ease.
• Absorbed tier knowledge without depending on resources.
• Meeting and or exceeding all performance metrics.