Email Support, Day Shift

As a Shipping Escalations Associate, you will play an important role resolving friction within the marketplace while focusing on escalated customer issues that require judgment and the ability to take multiple considerations into account when making a decision. Through your work, you will ensure that buyers and sellers have a great experience and that our marketplace is efficient. This is an entry-level position.

** Candidates must be able to work a Weekend schedule.

The ideal Shipping Escalations Associate…

• has the ability to spot inconsistencies and investigative nature
• exercises strong decision making and problem-solving skills
• showcases endless patience and contagious positive energy

Responsibilities:

• Resolving the most complex and high-friction order-related issues for our community, including shipping issues, problems with high-value items, and other edge cases
• Balancing customer satisfaction as the primary consideration, with secondary considerations of process efficiencies and margins
• Evaluating lost package claims due to user mistakes, shipping carrier error, and/or insurance fraud
• Submitting shipping carrier package insurance forms and tracking respective incoming payments
• Evolving processes and internal policies to more quickly resolve transactions
• Working cross-functionally to identify, prevent and fight fraudulent behaviors

6-Month Accomplishments:

• Familiar with Poshmark policies, processes, and procedures
• Build knowledge of US Postal Service
• Familiar with all Poshmark internal tools
• Close at least 70 cases a day
• Understand most types of Escalations case handling with minor assistance

12+ Month Accomplishments:

• Complete and exceed all 6-month responsibilities
• Independently handle general support cases with ease
• Take on additional responsibilities in order to support operations
• Ability to provide input to improve and streamline processes

Requirements:

• Bachelor’s degree
• At least one year of customer service experience preferred
• Great attention to detail and highly organized
• Analytical and business-oriented mindset
• Passionate about community and customer service
• Strong work ethic
• Excellent verbal and written communication skills
• Endless patience and contagious positive energy
• Collaborative personality