Live Chat Support Associate (1-3 years)

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.

About the Role

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. As live chat rolls out, you'll also take on real-time conversations: understanding intent and writing clearly under time pressure, making routing and escalation calls in the moment, and building up to handling multiple chats at once as you gain experience. The ideal Community Associate...

Understands user issues with empathy

Exercises strong problem-solving skills

Is patient in understanding and responding to our users

Is comfortable switching between async (email) and real-time (chat) modes of support as needed

What You'll Do

Email & General Support

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

Live Chat (as rolled out)

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 (e.g., “Give me one moment while I look into this”) so the customer is never left wondering what's happening

Apply the escalation framework to each conversation: i) resolve directly, ii) warm-hand-off to a specialized team or iii) 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

Growth & Accomplishments

3-6-Month Accomplishments

Independently handle email cases with efficiency and accuracy, per guidelines and policy

Meet daily case goals on a consistent basis

Complete live chat training and certification; graduate to handling one / two concurrent chats

6-12 Month Accomplishments

Navigate cases with ease across email and chat

Handle up to three concurrent chats (more during peak events) while holding quality steady

Begin providing mentorship and guidance to new team members and peers

Begin contributing to team projects and process improvements

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