Lead Email Support, Night Shift

About Poshmark

Poshmark is a leading fashion resale marketplace powered by a vibrant, highly engaged community of buyers and sellers and real-time social experiences. Designed to make online selling fun, more social and easier than ever, Poshmark empowers its sellers to turn their closet into a thriving business and share their style with the world. Since its founding in 2011, Poshmark has grown its community to over 130 million users and generated over $10 billion in GMV, helping sellers realize billions in earnings, delighting buyers with deals and one-of-a-kind items, and building a more sustainable future for fashion. For more information, please visit www.poshmark.com, and for company news, visit newsroom.poshmark.com.

Poshmark is looking to hire a Lead Associate who will be part of our community and customer service team. We’re looking for someone with a passion for helping and coaching others who can fully integrate into the Poshmark team in order to support our associates’ wants and needs. You will be responsible for maintaining a positive work environment by motivating individuals to perform at their highest level through rapid growth. This is a great opportunity for someone interested in developing leadership skills!

The ideal Lead Associate…

• successfully coaches, develops, and motivates associates

• understand performance metrics

• consistently contributes and delivers impactful work to entire department

Responsibilities:

• Engage with Poshmark users via email support

• Maintain high individual performance metrics (e.g., CES scores, SLAs, case reviews) while supporting team goals

• Provide daily coaching, guidance, and mentorship to associates, supporting their growth and development

• Lead by example through high queue contribution and performance (85%+ KPI achievement or top percentile

• Suggest improvements to workflows based on trends and customer feedback

• Deliver performance coaching to individuals through feedback

• Partner with management to share insights and improve support experiences

• Represent team interests in broader initiatives and collaborate on process/policy updates

• Prioritize tasks effectively while managing multiple responsibilities with strong attention to detail

• Learn how to monitor individual and team progress, delegate tasks confidently, and ensure timely completion

• Facilitate team meetings and lead discussions in the absence of managers

• Mentor to the team, has extensive knowledge of product/community

• Show flexibility in working hours, including weekends and holidays

• Embrace continuous improvement through proactive learning and feedback

Requirements:

• Bachelor’s degree or equivalent experience

• Enthusiastic about people and customer service

• Embraces change in fast paced environment

• Endless patience and a positive attitude with the ability to turn a negative into a positive

• Thrives off the success of a team

• Believes that helping users is crucial to the growth and success of the company

• Strong computer and typing skills

• Exceptional written communication skills with keen attention to detail

• Bonus points if you have previous customer service experience working in e-commerce, Service Cloud preferred

Schedule is either Sun-Thurs or Tues-Sat. Must be willing to work the overnight shift

Preferred Internal Requirements:

• Poshmark employee who are Senior Associate I or Senior Associate II

• Proven track record of consistent performance and excellence for at least 2 years

• Community Team member preferred

6 Month Accomplishments

• Independently manage daily queue strategy to maintain SLAs

• Demonstrated consistency in meeting performance expectations across key KPIs

• Acts as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and support

• Able to identify workflow gaps and suggest improvements to workflow to enhance the customer experience

• Actively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidance

• Participates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activities

• Fosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagement

• Builds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience

12 Month Accomplishments

• Consistently prioritizes and completes tasks efficiently with minimal supervision

• Has a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a team

• Leads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidance

• Acts as a subject matter expert (SME), supporting peers and guiding associates at all levels

• Coach and mentor team members independently, leading to notable growth in performance

• Fosters a culture of continuous learning, engagement, and team morale by example, especially in times of change

• Collaborates with various teams to streamline processes and improve customer experience

• Creates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategies

• Facilitates team meetings and coaching sessions with minimal guidance

• Holds self and team accountable for performance, achieving at least 85% of assigned goals