Email Support, Night Shift(Freshers can apply )

📋 Description

• • Poshmark is seeking a dedicated and empathetic Community Associate, Disputes to join our growing team, playing a pivotal role in maintaining the exceptional customer experience that defines our leading fashion marketplace. In this crucial front-line support position, you will be the voice of Poshmark, directly interacting with our vibrant community of 165 million members to resolve inquiries and ensure satisfaction. Your contributions will directly impact user trust and loyalty, fostering a seamless and joyful shopping and selling experience that keeps fashion circulating and empowers individuals to grow meaningful businesses.
• • As a Community Associate, Disputes, your day-to-day will involve a dynamic range of responsibilities focused on providing exceptional email support. You will be tasked with triaging and responding to a high volume of time-sensitive customer inquiries, meticulously investigating all aspects of an order to identify the root cause of disputes filed by buyers. A significant part of your role will be to craft detailed and empathetic responses to users, ensuring they feel heard and understood. You will be responsible for executing fair and timely decisions to resolve these dispute cases, strictly adhering to Poshmark’s established return policies. Your communication will be key, requiring you to interact with Poshmark users in a friendly, helpful, and consistently patient manner via email, always maintaining a professional demeanor. Beyond resolving immediate issues, you will actively gather valuable feedback and suggestions from the community, contributing to the continuous improvement of our platform and services. A core aspect of your performance will be striving to exceed key metrics, including Volume, First Response Time, Resolution Rate, and Customer Effort Score (CES), demonstrating a commitment to efficiency and customer satisfaction.
• • You will be joining a company that is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Poshmark is powered by a vibrant community, bringing real people and taste to shopping through a social experience shaped by shared discovery. Our mission is to make buying and selling fashion simple, joyful, and personal, while every item tells its own story. We empower sellers to grow meaningful businesses, keep fashion in circulation longer, and provide shoppers with access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury items. This role is part of a global team dedicated to upholding these values and ensuring a positive experience for every member of the Poshmark community.
• • In this role, you will have the opportunity to develop a deep understanding of e-commerce dispute resolution and customer service best practices. You will gain invaluable experience in investigating complex issues, applying policy knowledge, and communicating effectively with a diverse user base, including those based in the US. You will hone your problem-solving skills and learn to navigate customer service platforms like Salesforce. Over time, you will be empowered to independently handle trained cases with increasing efficiency and accuracy, providing resolutions based on established guidelines and policies, and consistently meeting daily case goals. Within 12 months, you will be expected to navigate assigned Tier cases with ease, having absorbed tier knowledge without constant reliance on resources, and consistently meeting or exceeding all performance metrics, positioning you for potential growth within the customer support function.
• • This position requires a unique blend of empathy, strong problem-solving abilities, and exceptional communication skills. The ideal candidate understands that empathy is the key to helping others and exercises strong problem-solving skills to navigate challenging situations. You will showcase endless patience and contagious positive energy, even when dealing with difficult cases, and possess excellent written and verbal English communication skills with a keen attention to detail. The role demands self-motivation and the ability to thrive while working independently, as you will be managing your caseload effectively. A willingness to work on holidays and provide support during occasional overtime, as required, is essential. This role is specifically designed for individuals who are enthusiastic about community, customer service, and spreading positivity, believing that helping users is crucial to the growth and success of the company. A competitive spirit, thriving off the success of a team, and the ability to turn negative interactions into positive outcomes are highly valued attributes for this position. You will also need strong Macbook navigation and typing skills, and the ability to collaborate and interact professionally with managers and peers primarily from the US office headquarters. New college graduates with the right attitude and foundational skills are encouraged to apply, making this an excellent entry point into the world of e-commerce customer support.
• • The operational aspects of this role include a 5-day work week, with shifts scheduled between 9 PM and 6 AM IST, accommodating the night shift requirement. This role is fully remote, offering flexibility in terms of work location within Chennai or Tamil Nadu State, India. You will be expected to work approximately 9 hours per day, including breaks, within the designated shift hours. The company values a proactive approach to customer service, encouraging associates to not only resolve issues but also to identify opportunities for service improvement. Your ability to manage your time effectively and maintain productivity during night hours will be critical to your success in this position. This role offers a unique opportunity to gain experience in a fast-paced, globally connected e-commerce environment, contributing directly to the satisfaction and retention of Poshmark’s extensive user base.
• • Success in this role is measured by your ability to consistently meet and exceed performance targets. Within the first six months, you are expected to independently handle trained cases with a high degree of efficiency and accuracy, providing resolutions that align with Poshmark’s established guidelines and policies, and consistently meeting your daily case volume goals. By the 12-month mark, you should be navigating assigned Tier cases with significant ease, demonstrating a deep understanding of the knowledge required for these more complex issues, and absorbing new information without constant reliance on external resources. Ultimately, the goal is for you to be meeting and exceeding all key performance indicators, including response times, resolution rates, and customer effort scores, solidifying your role as a valuable member of the Poshmark support team.
• • The ideal candidate will possess a problem-solving mindset, coupled with the ability to work both independently and collaboratively as part of a larger team. You should be comfortable collaborating and interacting with managers and peers, many of whom will be based in the US office headquarters, requiring professionalism and clear communication. An enthusiastic approach to community engagement and customer service is paramount, along with a genuine desire to spread positivity and kindness. The ability to remain patient and maintain a positive attitude, even when faced with challenging customer interactions, is crucial for turning potentially negative situations into positive experiences. A competitive nature, finding satisfaction in team success, and a belief that exceptional user support is fundamental to the company's growth and overall success are key characteristics sought in this role. Strong technical aptitude, including proficient Macbook navigation and typing skills, is also a requirement for efficient task management.
• • This role is specifically designed for individuals who are looking to kickstart their careers in customer support within the dynamic e-commerce industry. While 0-2 years of equivalent experience in customer service or community support, particularly within e-commerce, is preferred, new college graduates are strongly encouraged to apply. Previous experience with email-based customer service, ideally using platforms like Salesforce, or experience dealing with US-based customers, would be advantageous. The company is committed to providing training and support to help new team members succeed, focusing on attitude, foundational skills, and a willingness to learn. This is an excellent opportunity for motivated individuals to gain practical experience, develop critical customer service skills, and contribute to a well-known fashion marketplace, all while working remotely and on a night shift schedule.
• • The company culture at Poshmark emphasizes community, self-expression, and human connection. We believe in making fashion accessible and sustainable through our marketplace. As a Community Associate, you will be an integral part of upholding this culture by providing outstanding support that reflects our brand values. You will be encouraged to bring your authentic self to work and contribute to a positive and collaborative team environment. The company is committed to fostering a supportive workplace where employees can grow and develop their careers. Your role in resolving disputes and assisting users will directly contribute to the overall health and vibrancy of the Poshmark community, ensuring that the marketplace remains a trusted and enjoyable platform for all its members.
• • The night shift nature of this role, operating between 9 PM and 6 AM IST, is a critical component, requiring individuals who are comfortable and productive during these hours. This schedule is designed to provide comprehensive support to users across different time zones. The fully remote aspect of the position offers flexibility, allowing you to work from your location within Chennai or Tamil Nadu State. This setup is ideal for self-disciplined individuals who can manage their time effectively and maintain high performance standards without direct, in-person supervision. The company provides the necessary tools and training to ensure you can perform your duties effectively from home, emphasizing clear communication and adherence to company policies and procedures. This is a unique opportunity to gain valuable experience in a global e-commerce setting while maintaining a healthy work-life balance, provided you are suited to the night shift schedule.
• • In summary, this role is about being a problem-solver, a communicator, and a champion for the Poshmark community. You will be the first point of contact for users facing challenges, and your ability to resolve issues efficiently and empathetically will be paramount. You will investigate disputes, provide clear explanations, and ensure fair resolutions, all while embodying Poshmark's commitment to a positive and joyful user experience. This is more than just a customer support job; it's an opportunity to be part of a thriving fashion ecosystem, contributing to its growth and success through exceptional service. If you are a motivated individual with a passion for helping others and a knack for problem-solving, we encourage you to apply and become a vital part of the Poshmark family.