Community Associate - Email & Live Chat Support

Overview

Community Associate focused on front-line support for Poshmark users via email/messenger/social channels and, as rolled out, live chat. You triage and resolve time-sensitive inquiries about orders, accounts, shipping, and payments while providing product education.

What you'll do

• Respond to users over email, messenger, and/or social support in a timely, friendly, professional manner.
• Triage and resolve inquiries about open orders and account-related issues.
• Gather feedback and suggestions from the community.
• Handle live chat conversations by understanding intent and writing clearly under time pressure.
• Use an escalation framework to resolve, warm-hand-off to a specialized team, or log an offline case.
• Navigates the chat platform, knowledge base, order/CRM history, and internal tools to find answers quickly.

What you'll need

• Bachelor's degree in any discipline.
• 1–3 years of total experience, including 6–12 months in customer service.
• Exceptional written communication skills (clear, grammatically clean, warm tone).
• Strong computer and typing skills with at least 40 WPM at 95%+ accuracy (50+ WPM preferred once handling concurrent chats).
• Sound judgment for triaging issues (resolve, hand off, or log as a case).
• Composure under pressure with calm, empathetic, solution-focused approach.
• Comfort working across multiple tools (chat platform, CRM/order system, knowledge base) without losing pace.

Details

• Location: Chennai office in Tamil Nadu, India (on-site; with on-site required during training/rollout phase).
• Shift rotations: flexible availability including IST evening/morning hours.