Junior Email Support, 's can apply

About the Role

Poshmark is seeking a Junior Email Support professional to provide front-line customer support to its growing community. This role involves triaging and responding to high volumes of time-sensitive customer inquiries related to orders and accounts, and providing detailed product education. The goal is to maintain a high level of customer satisfaction while assisting with 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

• 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
• Macbook navigation and typing skills.
• Salesforce or previous support experience is preferred.
• Experience dealing with US-Based customers is preferred.

Qualifications

• 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce.
• 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.
• Competitive by nature; thrives off the success of a team.
• Believes that helping users is crucial to the growth and success of the company.
• New college graduates are encouraged to apply.