Community Associate - Email & Live Chat Support

Poshmark is the largest community marketplace for fashion, where anyone can buy, sell, and share their personal style. As a Community Associate, you provide front-line support to our growing community — today primarily over email, messenger, and social channels, and increasingly through live chat as we roll out this new real-time channel. You'll triage and resolve time-sensitive inquiries about orders, accounts, shipping, and payments, and provide product education, all while maintaining a high bar for customer satisfaction.

Responsibilities

Engage with Poshmark users via email, messenger, and/or social support; Respond to users in a timely, friendly, and professional manner; Demonstrate empathy through thoughtful and prompt resolutions for the community; Research, troubleshoot, and recommend solutions for open orders and account-related issues; Gather feedback and suggestions from the community; Strive to exceed volume and CSAT (customer satisfaction) goals; Help with other projects and administrative work as needed; Respond to live chat conversations promptly and accurately - helping users with orders, shipping, payments, listings, and account questions in real time; Understand user intent and write clearly and concisely under time pressure; set expectations during research or hold time so the customer is never left wondering what's happening; Apply the escalation framework to each conversation: resolve directly, warm-hand-off to a specialized team, or log an offline case — capturing the right details and keeping the customer informed; De-escalate frustrated customers using active listening and ownership language, adapting your approach mid-conversation as needed; Navigate the chat platform, knowledge base, order/CRM history, and internal case tools quickly enough to find answers live, without stalling the conversation; Progress through a structured concurrency ramp: one chat during training, two after graduation, and up to three in normal production (more during peak sales/seasonal events), advancing only once quality and speed are consistently on target; Use approved macros and response templates as a starting point, not a script — personalize responses so the conversation still feels human

Requirements

Bachelor's degree in any discipline; Enthusiastic about community and customer service, with endless patience and a positive attitude; 1–3 years of total experience, including 6–12 months in customer service; prior live chat experience is a plus (training and a graduation period are provided); Exceptional written communication skills: clear, grammatically clean, and warm in tone, even when writing quickly or under time pressure; Strong computer and typing skills; typing speed of at least 40 WPM at 95%+ accuracy (50+ WPM preferred once handling concurrent chats); Sound judgment for triaging issues — knowing what to resolve yourself, hand off, or log as a case; Composure under pressure: calm, empathetic, and solution-focused with an upset or unpredictable customer; Comfortable working across multiple tools at once (chat platform, CRM/order system, knowledge base) without losing pace; Believes that helping users is crucial to the growth and success of the company; values one's own and team's success; Flexible availability, open to shift rotations, including IST evening/morning hours, and willingness to work on-site during training / live chat rollout phase

Nice to have

Live chat experience in e-commerce or marketplace platforms; Hands-on experience with Salesforce Service Cloud or a comparable chat/CRM platform; Recent experience already handling 2–3+ concurrent chats in a previous role; Experience with dispute resolution, trust & safety, or fraud-related support scenarios