About Poshmark
Poshmark is a leading fashion resale marketplace powered by a vibrant, highly engaged community of buyers and sellers and real-time social experiences. Designed to make online selling fun, more social and easier than ever, Poshmark empowers its sellers to turn their closet into a thriving business and share their style with the world. Since its founding in 2011, Poshmark has grown its community to over 130 million users and generated over $10 billion in GMV, helping sellers realize billions in earnings, delighting buyers with deals and one-of-a-kind items, and building a more sustainable future for fashion. For more information, please visit www.poshmark.com, and for company news, visit newsroom.poshmark.com.Poshmark is looking to hire a Lead Associate who will be part of our community and customer service team. We’re looking for someone with a passion for helping and coaching others who can fully integrate into the Poshmark team in order to support our associates’ wants and needs. You will be responsible for maintaining a positive work environment by motivating individuals to perform at their highest level through rapid growth. This is a great opportunity for someone interested in developing leadership skills!
The ideal Lead 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
