Junior Email Support - Night Shift (0 - 3 years only)

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, Disputes you are responsible for providing 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 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.
• Engage with Poshmark users regarding dispute cases via email support
• Investigate all aspects of an order and 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.
• 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
• 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
• 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 company

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