Lead Email Support, Night Shift

The idealLead Associate…

• successfully coaches, develops, and motivates associates
• understand performance metrics
• consistently contributes and delivers impactful work to entire department
  

Responsibilities

• 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 to the team, has extensive knowledge of product/community
• Show flexibility in working hours, including weekends and holidays
• Embrace continuous improvement through proactive learning and feedback
  

Requirements

• Bachelor’s degree or equivalent experience
• Enthusiastic about people and customer service
• Embraces change in 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
• Bonus points if you have previous customer service experience working in e-commerce, Service Cloud preferred
  

Schedule is either Sun-Thurs or Tues-Sat. Must be willing to work the overnight shift

Preferred Internal Requirements

• Poshmark employee who are Senior Associate I or Senior Associate II
• Proven track record of consistent performance and excellence for at least 2 years
• Community Team member preferred
  

6 Month Accomplishments

• Independently manage daily queue strategy to maintain SLAs
• Demonstrated consistency in meeting performance expectations across key KPIs
• Acts as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and support
• Able to identify workflow gaps and suggest improvements to workflow to enhance the customer experience
• Actively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidance
• Participates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activities
• Fosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagement
• Builds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience
  

12 Month Accomplishments

• Consistently prioritizes and completes tasks efficiently with minimal supervision
• Has a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a team
• Leads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidance
• Acts as a subject matter expert (SME), supporting peers and guiding associates at all levels
• Coach and mentor team members independently, leading to notable growth in performance
• Fosters a culture of continuous learning, engagement, and team morale by example, especially in times of change
• Collaborates with various teams to streamline processes and improve customer experience
• Creates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategies
• Facilitates team meetings and coaching sessions with minimal guidance
• Holds self and team accountable for performance, achieving at least 85% of assigned goals