Junior Email Support, Night Shift

📋 Description

• • Join Poshmark, the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. We are a vibrant community of 165 million members, bringing real people and taste to shopping through a social experience shaped by shared discovery. At Poshmark, buying and selling fashion is simple, joyful, and personal, with every item telling 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.
• • As a Junior Email Support, Night Shift, you will be a crucial front-line representative of our growing community, responsible for providing exceptional customer support. Your primary role will involve triaging and responding to a high volume of time-sensitive customer inquiries via email, focusing on orders, account-related issues, and providing detailed product education.
• • Our core objective is to maintain a high level of customer satisfaction while ensuring a seamless and positive user experience for all Poshmark members. Your ability to meticulously investigate issues, implement effective resolutions, and communicate with clarity and empathy will be paramount in upholding Poshmark’s renowned high standards of customer satisfaction.
• • This role is ideal for individuals who understand that empathy is the cornerstone of effective customer assistance. You will exercise strong problem-solving skills to navigate complex situations and showcase endless patience, coupled with a contagious positive energy that can de-escalate and resolve issues.
• • You will be responsible for engaging directly with Poshmark users regarding dispute cases, utilizing email as your primary communication channel. This involves a thorough investigation of all aspects of an order to identify and implement fair resolutions for disputes filed by buyers.
• • Responding to users in a timely, friendly, and professional manner is non-negotiable. You will be expected to execute decisions that fairly resolve disputes, strictly adhering to Poshmark’s established return policies and guidelines.
• • Effective communication is key. You will communicate with Poshmark users in a friendly, helpful, and patient manner via email, ensuring they feel heard and valued throughout the resolution process.
• • A vital part of your role will be to actively gather feedback and suggestions from the Community. This input is invaluable for continuous improvement and shaping the future of the Poshmark platform.
• • You will be driven to exceed key performance indicators, including Volume, First Response Time, Resolution Rate, and Customer Effort Score (CES) goals. Your dedication to efficiency and quality will directly impact our community's experience.
• • This position requires flexibility, with the possibility of working on holidays and occasional overtime, as needed, to ensure consistent support for our global community.
• • The role operates on a 5-day work week schedule, with shifts falling between 9:00 PM and 6:00 AM IST, catering to our night shift operations.
• • Within your first 6 months, you are expected to independently handle trained cases with a high degree of efficiency and accuracy. You will provide resolutions that are consistently based on established guidelines and policies, meeting daily case goals on a consistent basis.
• • By the 12-month mark, you should be able to navigate assigned Tier cases with ease, having absorbed tier knowledge without significant reliance on external resources. You will be consistently meeting and/or exceeding all performance metrics, demonstrating a deep understanding of your role and Poshmark's operational standards.
• • This is an opportunity to be part of a dynamic and growing company that values its community and its employees. You will contribute to a positive and supportive work environment, making a tangible impact on customer satisfaction and the overall success of the Poshmark marketplace.