Community Associate, Email Support (Night Shift)

About Poshmark

Poshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience shaped by shared discovery. Buying and selling fashion feels simple, joyful, and personal, while every item tells its own story. Poshmark empowers sellers to grow meaningful businesses, keeps fashion in circulation longer, and gives shoppers access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury.

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.

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.

The ideal Community Associate...

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.

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.

This role will be for 5 working days.

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. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply

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

6-Month Accomplishments:

Independently handle trained cases with efficiency and accuracy

Provide resolutions based on guidelines and policies

Meet daily case goals on a consistent basis

12+ Month Accomplishments:

Navigate assigned Tier cases with ease

Absorbed tier knowledge without depending on resources

Meeting and or exceeding all performance metrics