Job Title

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 Community Associate, Email Support you are responsible for providing excellent front-line customer support via email 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 Community Associate...- understands empathy is the key to helping others - exercises strong problem-solving skills and resourcefulness - showcases endless patience and contagious positive energy - has excellent written and verbal English communication skills - Is self motivated and thrives working independentlyResponsibilities:- 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 - 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 fully Remote, with 5 working days/week, 9 hrs/day between shift hours of 9PM - 6AM IST. - 0- 5 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 - 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. - Competitive by nature; thrives off the success of a team - Believes that helping users is crucial to the growth and success of the company3 Months Accomplishments- Comprehensive onboarding and hands-on training during the initial weeks - Exhibit strong Macbook navigation and typing skills - Exhibit strong Salesforce Service Cloud and G-suite tools navigation - Self-motivated, independent, transparency in communication and collaboration with local India-based managers and US headquarters managers via Slack/Zoom. - Independently handle Tier 1 cases (General/Account/Order/Payment related issues) with efficiency and accuracy6 Months Accomplishments- Seamlessly navigate through all Tier 1 scenarios with ease and accuracy - Handle escalated cases with manager guidance - Provide resolutions that adhere to company policies, guidelines, and terms - Meet and exceed established daily case goals on a consistent basis12+Months Accomplishments- Handle escalated cases independently with manager guidance - Potential to begin providing mentorship and guidance to new team members and peers - Begin contributing to team initiatives