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 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:

- 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