Poshmark - Lead Associate - Email Support
Posted 3 weeks ago
Posted 3 weeks ago
4.5
27+ Reviews
Lead Email Support, Night Shift
Description:
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 department.
Responsibilities:
- 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 feedback.
Requirements:
- Bachelors degree or equivalent experience.
- 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:
- Independently manage daily queue strategy to maintain SLAs.
- Demonstrated consistency in meeting performance expectations across key KPIs.
- Acts as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and support.
- Able to identify workflow gaps and suggest improvements to workflow to enhance the customer experience.
- Actively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidance.
- Participates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activities.
- Fosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagement.
- Builds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience.
12 Month Accomplishments:
- Consistently prioritizes and completes tasks efficiently with minimal supervision.
- Has a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a team.
- Leads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidance.
- Acts as a subject matter expert (SME), supporting peers and guiding associates at all levels.
- Coach and mentor team members independently, leading to notable growth in performance.
- Fosters a culture of continuous learning, engagement, and team morale by example, especially in times of change.
- Collaborates with various teams to streamline processes and improve customer experience.
- Creates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategies.
- Facilitates team meetings and coaching sessions with minimal guidance.
- Holds self and team accountable for performance, achieving at least 85% of assigned goals.
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