Poshmark - Lead - Email Support

Description : About the job

Poshmark is looking to hire a Lead Associate who will be part of our community and customer service team.

Were looking for someone with a passion for helping and coaching others who can fully integrate into the Poshmark team in order to support our associates wants and needs.

You will be responsible for maintaining a positive work environment by motivating individuals to perform at their highest level through rapid growth.

This is a great opportunity for someone interested in developing leadership skills!

The ideal Lead Associate

• successfully coaches, develops, and motivates associates
• understand performance metrics
• consistently contributes and delivers impactful work to entire Engage with Poshmark users via email support
• Maintain high individual performance metrics (e.g., CES scores, SLAs, case reviews) while supporting team goals
• Provide daily coaching, guidance, and mentorship to associates, supporting their growth and development
• Lead by example through high queue contribution and performance (85%+ KPI achievement or top percentile)
• Suggest improvements to workflows based on trends and customer feedback
• Deliver performance coaching to individuals through feedback
• Partner with management to share insights and improve support experiences
• Represent team interests in broader initiatives and collaborate on process / policy updates
• Prioritize tasks effectively while managing multiple responsibilities with strong attention to detail
• Learn how to monitor individual and team progress, delegate tasks confidently, and ensure timely completion
• Facilitate team meetings and lead discussions in the absence of managers
• Mentor to the team, has extensive knowledge of product / community
• Show flexibility in working hours, including weekends and holidays
• Embrace continuous improvement through proactive learning and Experience should be from 5 to 7 years of experience, should have team handling experience.
• Enthusiastic about people and customer service
• Embraces change in fast paced environment
• Endless patience and a positive attitude with the ability to turn a negative into a positive
• Thrives off the success of a team
• Believes that helping users is crucial to the growth and success of the company
• Strong computer and typing skills
• Exceptional written communication skills with keen attention to detail
• Bonus points if you have previous customer service experience working in e-commerce, Service Cloud preferred
• Schedule is either Sun-Thurs or Tues-Sat.
• Must be willing to work the overnight shift

6 Month Accomplishments :

12 Month Accomplishments :

(ref : iimjobs.com)