Junior Email Support

Poshmark

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Chennai, Tamil Nadu, India (Hybrid)3 weeks ago

Job Description

As a Community Associate for Email Support, you are responsible for delivering exceptional frontline support to Poshmark’s rapidly growing US-based community. You will meticulously triage and respond to high volumes of time-sensitive customer inquiries regarding orders, account troubleshooting, and platform education. Because you will be supporting the US market, this role operates on a Night Shift schedule.
Your journey at Poshmark is structured for growth. Within your first 3 months, you will master Macbook navigation, Salesforce Service Cloud, and handle Tier 1 cases independently. By month 6, you will manage escalated cases with managerial guidance, consistently exceeding volume and First Response Time (FRT) goals. By your first anniversary, you will handle complex escalations completely independently and step into mentorship roles for incoming peers. Your ability to communicate with contagious positive energy and empathy will directly maintain Poshmark’s high standards of customer satisfaction.

Engage with Poshmark users via email, providing friendly, professional, and timely resolutions.
Investigate, troubleshoot, and resolve open orders, payment queries, and account-related disputes.
Consistently meet and exceed core metrics: Volume, First Response Time, Resolution Rate, and Customer Effort Score (CES).
Demonstrate immense empathy to turn negative customer experiences into positive outcomes.
Collaborate seamlessly with local India-based managers and US headquarters via Slack and Zoom.
Gather crucial feedback and user suggestions to relay to the broader product community.
Maintain flexibility to support the community over weekends, holidays, and occasional overtime as required.

Experience: 0 to 2 years of equivalent experience in customer service, email support, or e-commerce. New college graduates (freshers) are highly encouraged to apply.
Communication: Flawless written and verbal English communication skills with a very keen eye for detail.
Technical Skills: Strong Macbook navigation and fast typing skills are strictly required. Familiarity with Salesforce is a plus.
Location: Candidates must be based in Chennai to fulfill the hybrid working requirements.
Mindset: Resourceful problem-solver, highly self-motivated, and capable of working independently during night hours.
Shift Readiness: Absolute willingness to work night shifts, weekends, and holidays to align with US operations.

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