Poshmark
Community
JuniorEmailSupportNightShift(Fresherscanapply)
“Junior Email Support - Night Shift (Freshers can apply) at Poshmark. Skills: Email support, Customer satisfaction, Issue resolution, Communication. Providing excellent front-line customer support via email. Triage and respond to high volumes of time-sensitive customer inquiries related to orders, their account”
What You'll Achieve.
Maintain a high level of customer satisfaction; Assist with a seamless user experience; Exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals; Meet and exceed established daily case goals on a consistent basis
Industry & Context.
Problem-solving skills; Resourcefulness; Problem-solving mindset
Night Shift, Willing to work on holidays and occasional overtime, as required, Flexibility to work on holidays and occasional overtime, as required, Willing to work on holidays and provide support over weekends, as required
What They're Looking For.
Must Have
0-2 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, 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 thrives off the success of a team, Believes that helping users is crucial to the growth and success of the company, Exhibit Macbook navigation and typing skills, Exhibit Salesforce Service Cloud and G-suite tools navigation, Self-motivated, independent, transparency in communication and collaboration with local India-based managers and US headquarters managers via Slack/Zoom, Independently handle Tier 1 cases (General/Account/Order/Payment related issues) with efficiency and accuracy
Nice to Have
Handle escalated cases independently with manager guidance, Potential to begin providing mentorship and guidance to new team members and peers, Begin contributing to team initiatives
What You'll Do.
Providing excellent front-line customer support via email
Triage and respond to high volumes of time-sensitive customer inquiries related to orders
Provide detailed product education
and communicate effectively
Engage with Poshmark users via email support
Respond to users in a timely
and professional manner
Demonstrate empathy through thoughtful and prompt resolutions for the Community
and recommend solutions for open orders and account-related issues
Gather feedback and suggestions from the Community
Handle escalated cases with manager guidance
Provide resolutions that adhere to company policies
Meet and exceed established daily case goals on a consistent basis
How You'll Work.
Team & Collaboration
Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism; Collaboration with local India-based managers and US headquarters managers via Slack/Zoom; Potential to begin providing mentorship and guidance to new team members and peers; Begin contributing to team initiatives
Communication Scope
Excellent written and verbal English communication skills; Keen attention to detail; Professionalism
Applying for this Junior Email Support - Night Shift (Freshers can apply) role?
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