Community Associate, Email Support (Night Shift)

As a Community Associate, Disputes you are responsible for providing front-line customer support to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries--related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmark’s high standards of customer satisfaction.

Responsibilities

Engage with Poshmark users regarding dispute cases via email support; Investigate all aspects of an order and find resolutions for dispute cases filed by buyers; Respond to users in a timely, friendly, and professional manner; Execute decisions to fairly resolve disputes following Poshmark’s return policies; Communicate with Poshmark users in a friendly, helpful, and patient manner via email; Gather feedback and suggestions from the Community; Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals; Flexibility to work on holidays and occasional overtime, as required

Requirements

Should be based in Chennai or within Tamil Nadu State, India; This role will be fully Remote, with 5 working days/week, 9 hrs/day; 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce; Strong Macbook navigation and typing skills; Excellent written and verbal English communication skills, with keen attention to detail; Willing to work on holidays and provide support over weekends, as required; Problem-solving mindset with the ability to work independently and as part of a team; Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism; Enthusiastic about community, customer service, and spreading love and kindness; Endless patience and a positive attitude with the ability to turn a negative into a positive; Competitive by nature; thrives off the success of a team; Believes that helping users is crucial to the growth and success of the company; understands empathy is the key to helping others; exercises strong problem-solving skills; showcases endless patience and contagious positive energy; has excellent written and verbal English communication skills; is self motivated and thrives working independently

Nice to have

Customer service via email using Salesforce; previous support experience dealing with US-Based customers