Customer Support - Escalations

Role Overview: As a Shipping Escalations Associate at Poshmark, you will be responsible for resolving complex customer issues in the marketplace, ensuring a positive experience for buyers and sellers. Your role will involve making decisions that balance customer satisfaction, process efficiencies, and margins. This entry-level position requires the ability to work a weekend schedule. Key Responsibilities: - Resolving complex and high-friction order-related issues, including shipping problems and high-value item concerns - Evaluating lost package claims and identifying reasons such as user errors, carrier issues, or insurance fraud - Collaborating cross-functionally to prevent and address fraudulent behaviors - Evolving internal processes to enhance transaction resolution efficiency - Meeting 6-month goals such as familiarizing with Poshmark policies, handling escalation cases, and closing a minimum of 70 cases daily - Achieving 12+ month goals by independently handling general support cases, taking on additional responsibilities, and providing input for process improvements Qualifications Required: - Bachelor's degree - Minimum of one year of customer service experience preferred - Strong attention to detail and organizational skills - Analytical and business-oriented mindset - Passion for community and customer service - Excellent verbal and written communication skills - Collaborative personality with a strong work ethic - Endless patience, positive energy, and ability to spot inconsistencies Please note that Poshmark is an Equal Opportunity Employer dedicated to fostering diversity and maintaining an inclusive workplace environment. Role Overview: As a Shipping Escalations Associate at Poshmark, you will be responsible for resolving complex customer issues in the marketplace, ensuring a positive experience for buyers and sellers. Your role will involve making decisions that balance customer satisfaction, process efficiencies, and margins. This entry-level position requires the ability to work a weekend schedule. Key Responsibilities: - Resolving complex and high-friction order-related issues, including shipping problems and high-value item concerns - Evaluating lost package claims and identifying reasons such as user errors, carrier issues, or insurance fraud - Collaborating cross-functionally to prevent and address fraudulent behaviors - Evolving internal processes to enhance transaction resolution efficiency - Meeting 6-month goals such as familiarizing with Poshmark policies, handling escalation cases, and closing a minimum of 70 cases daily - Achieving 12+ month goals by independently handling general support cases, taking on additional responsibilities, and providing input for process improvements Qualifications Required: - Bachelor's degree - Minimum of one year of customer service experience preferred - Strong attention to detail and organizational skills - Analytical and business-oriented mindset - Passion for community and customer service - Excellent verbal and written communication skills - Collaborative personality with a strong work ethic - Endless patience, positive energy, and ability to spot inconsistencies Please note that Poshmark is an Equal Opportunity Employer dedicated to fostering diversity and maintaining an inclusive workplace environment.