Lead Email Support

• 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

• 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

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