Lead Email Support - Night Shift

Overview

Lead Associate on Poshmark's community and customer service team, supporting users via email while coaching and developing associates on the night shift.

What you'll do

• Engage with Poshmark users via email support
• Maintain high individual performance metrics (e.g., CES scores, SLAs, case reviews) while supporting team goals
• Provide daily coaching, guidance, and mentorship to associates, supporting their growth and development
• Lead by example through high queue contribution and performance (85%+ KPI achievement or top percentile)
• Suggest improvements to workflows based on trends and customer feedback
• Deliver performance coaching to individuals through feedback
• Partner with management to share insights and improve support experiences
• Represent team interests in broader initiatives and collaborate on process/policy updates
• Prioritize tasks effectively while managing multiple responsibilities with strong attention to detail
• Learn how to monitor individual and team progress, delegate tasks confidently, and ensure timely completion
• Facilitate team meetings and lead discussions in the absence of managers
• Mentor the team and build extensive knowledge of the product and community
• Show flexibility in working hours, including weekends and holidays
• Embrace continuous improvement through proactive learning and feedback

What you'll need

• Bachelor's degree or equivalent experience
• Enthusiastic about people and customer service
• Embraces change in a fast-paced environment
• Endless patience and a positive attitude with the ability to turn a negative into a positive
• Thrives off the success of a team
• Believes that helping users is crucial to the growth and success of the company
• Strong computer and typing skills
• Exceptional written communication skills with keen attention to detail

Nice to have

• Previous customer service experience working in e-commerce
• Service Cloud experience

Details

• Overnight shift: Sun-Thurs, Fri-Tues, or Tues-Sat, 9:30pm/11:30pm
• Aus shift: Fri-Tues, 3:30am
• Preferred: Poshmark employees who are Senior Associate I or Senior Associate II, with a proven track record of consistent performance and excellence for at least 1.5 years; Community Team members preferred