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 metricsconsistently contributes and delivers impactful work to entire departmentResponsibilities:Engage with Poshmark users via email supportMaintain high individual performance metrics (e.g., CES scores, SLAs, case reviews) while supporting team goalsProvide daily coaching, guidance, and mentorship to associates, supporting their growth and developmentLead by example through high queue contribution and performance (85%+ KPI achievement or top percentileSuggest improvements to workflows based on trends and customer feedbackDeliver performance coaching to individuals through feedbackPartner with management to share insights and improve support experiencesRepresent team interests in broader initiatives and collaborate on process/policy updatesPrioritize tasks effectively while managing multiple responsibilities with strong attention to detailLearn how to monitor individual and team progress, delegate tasks confidently, and ensure timely completionFacilitate team meetings and lead discussions in the absence of managersMentor to the team, has extensive knowledge of product/communityShow flexibility in working hours, including weekends and holidaysEmbrace continuous improvement through proactive learning and feedbackRequirements:Bachelor’s degree or equivalent experienceExperience should be from 5 to 7 years of experience, should have team handling experience.Enthusiastic about people and customer serviceEmbraces change in fast paced environmentEndless patience and a positive attitude with the ability to turn a negative into a positiveThrives off the success of a teamBelieves that helping users is crucial to the growth and success of the companyStrong computer and typing skillsExceptional written communication skills with keen attention to detailBonus 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 shift 6 Month AccomplishmentsIndependently manage daily queue strategy to maintain SLAsDemonstrated consistency in meeting performance expectations across key KPIsActs as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and supportAble to identify workflow gaps and suggest improvements to workflow to enhance the customer experienceActively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidanceParticipates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activitiesFosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagementBuilds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience12 Month AccomplishmentsConsistently prioritizes and completes tasks efficiently with minimal supervisionHas a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a teamLeads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidanceActs as a subject matter expert (SME), supporting peers and guiding associates at all levelsCoach and mentor team members independently, leading to notable growth in performanceFosters a culture of continuous learning, engagement, and team morale by example, especially in times of changeCollaborates with various teams to streamline processes and improve customer experienceCreates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategiesFacilitates team meetings and coaching sessions with minimal guidanceHolds self and team accountable for performance, achieving at least 85% of assigned goals