Junior Email Support - Night Shift (0 - 3 years only)

Overview

Provide front-line email support to Poshmark's community on dispute cases, orders, account issues and product education, on a night shift.

What you'll do

• 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

What you'll need

• 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce
• 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

Nice to have

• Customer service via email using Salesforce
• Previous support experience dealing with US-based customers

Details

• Location: Chennai, Tamil Nadu, India (Office)
• 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
• New college graduates are encouraged to apply