Lead Email Support, Night Shift

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 skillsThe ideal Lead Associate…- successfully coaches, develops, and motivates associates- understand performance metrics- consistently contributes and delivers impactful work to entire departmentResponsibilities:- 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 feedbackRequirements:- Bachelor’s degree or equivalent experience- Experience should be from 5 to 7 years of experience, should have team handling 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 preferredSchedule is either Sun-Thurs or Tues-Sat. Must be willing to work the overnight shift6 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 experience12 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