Lead Email Support

This is a fully remote position, open to applicants in India.

📋 Description

• Interact with Poshmark users via email support.

• Uphold personal performance metrics, such as CES scores, SLAs, and case reviews, while aiding team objectives.

• Provide daily coaching, guidance, and mentorship to associates.

• Set a standard by exemplifying high queue contributions and performance.

• Recommend workflow enhancements based on emerging trends and customer feedback.

• Offer performance coaching and constructive feedback.

• Collaborate with management to enhance support experiences.

• Advocate for team interests in larger initiatives and work together on process and policy modifications.

• Manage priorities and juggle multiple responsibilities efficiently.

• Track individual and team progress, assign tasks, and ensure deadlines are met.

• Conduct team meetings and lead discussions in the absence of managers.

• Act as a subject-matter expert on product and community-related issues.

• Oversee daily queue strategy, handle complex escalations, manage cross-functional projects, process rollouts, documentation updates, and team initiatives.

• Generate actionable reports and disseminate queue trends and data insights.

• Promote workflow efficiency, SLA performance, customer experience, team morale, and continuous learning.

⛳️ Requirements

• A Bachelor’s degree or equivalent experience is required.

• A strong enthusiasm for people and customer service is essential.

• Capability to adapt to changes in a fast-paced setting.

• Patience and a positive disposition are necessary.

• Proficiency in computer use and typing skills are required.

• Outstanding written communication skills and meticulous attention to detail are crucial.

• Willingness to work overnight shifts, weekends, and holidays is needed.

• Ability to achieve high performance metrics, including 85%+ KPI achievement or top percentile performance.

• Prior customer service experience in e-commerce is advantageous.

• Experience with Service Cloud is preferred.

• Preferred internal requirement: Current Poshmark employee at the Senior Associate I or Senior Associate II level.

• Preferred internal requirement: Consistent performance and excellence for a minimum of 1.5 years.

• Membership in the Community Team is preferred.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunity to cultivate leadership skills.

• Access to coaching, mentorship, and professional development opportunities.

• Commitment to continuous learning and feedback.

• Initiatives to boost team morale and engagement.