Senior Email Support - Nightshift

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 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, Disputes you are responsible for providing excellent front-line customer support 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

• showcases endless patience and contagious positive energy

• has excellent written and verbal English communication skills

• Is self motivated and thrives working independently

Responsibilities:

• 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 for 5 working days/week, between 9PM - 6AM IST.

Requirements:

• Should be based in Chennai or within Tamil Nadu State, India.

• This role will be hybrid, with 5 working days/week, 9 hrs/day between shift hours of 9PM - 6AM IST.

• Must have between 3-5 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 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

• 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.