Live Chat Support Associate (1-3 years)

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. ## **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