Junior Email Support

About the Role

• Provide front-line customer support to Poshmark’s growing Community as a Community Associate, Disputes.
• Triage and respond to high volumes of time-sensitive customer inquiries related to orders and accounts.
• Provide detailed product education.
• Investigate, resolve issues, and communicate effectively to maintain high customer satisfaction and a seamless user experience.

Key Responsibilities

• Engage with Poshmark users regarding dispute cases via email support.
• Investigate all aspects of an order to 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

• Shift requirements:
• Overnight shift: 7:30pm/9:30pm/11:30pm Sun-Thurs/Tues-Sat/Fri-Tues
• AUS shift: 3:30am IST Sun-Thurs/Tues-Sat/Fri-Tues
• 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.

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.
• 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.

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.