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 the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.
As a Community Associate, Disputes you are responsible for providing front-line customer support to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries--related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmark’s high standards of customer satisfaction.
The ideal Community Associate...
understands empathy is the key to helping others
exercises strong problem-solving skills
showcases endless patience and contagious positive energy
has excellent written and verbal English communication skills
Is self motivated and thrives working independently.
Responsibilities:
Engage with Poshmark users regarding dispute cases via email support
Investigate all aspects of an order and find resolutions for dispute cases filed by buyers
Respond to users in a timely, friendly, and professional manner
Execute decisions to fairly resolve disputes following Poshmark’s return policies
Communicate with Poshmark users in a friendly, helpful, and patient manner via email
Gather feedback and suggestions from the Community
Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals
Flexibility to work on holidays and occasional overtime, as required.
Requirements:
Overnight shift: 7:30pm/9:30pm/11:30pm Sun-Thurs/Tues-Sat/Fri-Tues
AUS shift: 3:30am IST Sun-Thurs/Tues-Sat/Fri-Tues
0-3 years of equivalent experience in customer service or community support, particularly in e-commerce. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply
Strong Macbook navigation and typing skills
Excellent written and verbal English communication skills, with keen attention to detail
Willing to work on holidays and provide support over weekends, as required
Problem-solving mindset with the ability to work independently and as part of a team
Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
Enthusiastic about community, customer service, and spreading love and kindness
Endless patience and a positive attitude with the ability to turn a negative into a positive.
Competitive by nature; thrives off the success of a team
Believes that helping users is crucial to the growth and success of the company
6-Month Accomplishments:
Independently handle trained cases with efficiency and accuracy
Provide resolutions based on guidelines and policies
Meet daily case goals on a consistent basis
12+ Month Accomplishments:
Navigate assigned Tier cases with ease
Absorbed tier knowledge without depending on resources
Meeting and or exceeding all performance metrics
