Lead Email Support - Night Shift

Job description

## 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 looking to hire a Lead Associate who will be part of our community and customer service team. We’re 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**: - Bachelor’s degree or equivalent 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 **Overnight: Sun-Thurs/Fri-Tues/Tues-Sat 9:30pm/11:30 pm Aus shift: Fri-Tues 3:30 am** Preferred Internal Requirements: - Poshmark employee who are Senior Associate I or Senior Associate II - Proven track record of consistent performance and excellence for at least 1.5 years - Community Team member preferred **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