Lead Email Support

🔥 3 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

✨ Night Shift

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Poshmark

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

🏪 Marketplace

🛍️ eCommerce

👗 Fashion

💰 Venture Round - Poshmark on 2020-12

Marketplace • eCommerce • Fashion

Poshmark is a mobile-first social marketplace where individuals can buy, sell, and discover new and secondhand fashion, home decor, beauty products, and accessories. The platform emphasizes quick listing from a phone, social sharing and community-driven discovery (Posh Parties), prepaid shipping labels, buyer protection, and authentication for high-value items. Poshmark operates primarily as a consumer-focused e-commerce marketplace with apps on iOS and Android and serves millions of shoppers and sellers.

📋 Description

• Engage with Poshmark users through email support • Maintain individual performance metrics, including CES scores, SLAs, and case reviews, while supporting team goals • Coach, guide, and mentor associates daily • Lead by example through high queue contribution and performance • Suggest workflow improvements based on trends and customer feedback • Deliver performance coaching and feedback • Partner with management to improve support experiences • Represent team interests in broader initiatives and collaborate on process and policy updates • Prioritize tasks and manage multiple responsibilities • Monitor individual and team progress, delegate tasks, and ensure timely completion • Facilitate team meetings and lead discussions when managers are absent • Serve as a product and community subject-matter resource • Manage daily queue strategy, complex escalations, cross-functional projects, process rollouts, documentation updates, and team initiatives • Create actionable reports and share queue trends and data insights • Support workflow efficiency, SLA performance, customer experience, team morale, and continuous learning

🎯 Requirements

• Bachelor’s degree or equivalent experience • Enthusiasm for people and customer service • Ability to embrace change in a fast-paced environment • Patience and a positive attitude • Strong computer and typing skills • Exceptional written communication skills and keen attention to detail • Flexibility to work overnight shifts, weekends, and holidays • Ability to maintain high performance metrics, including 85%+ KPI achievement or top percentile performance • Previous customer service experience in e-commerce is a bonus • Service Cloud experience is preferred • Preferred internal requirement: Poshmark employee at Senior Associate I or Senior Associate II level • Preferred internal requirement: consistent performance and excellence for at least 1.5 years • Community Team membership is preferred

🏖️ Benefits

• Remote work arrangement • Opportunity to develop leadership skills • Coaching, mentorship, and professional development opportunities • Continuous learning and feedback • Team morale and engagement initiatives