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