Marketplace Operations Associate, Escalations

As a Marketplace Operations Associate - Shipping Escalations, you will play an important role resolving friction within the marketplace while focusing on escalated customer issues that require judgment and the ability to take multiple considerations into account when making a decision. Through your work, you will ensure that buyers and sellers have a great experience and that our marketplace is efficient. This is an entry-level position.

The ideal Marketplace Operations Associate - Shipping Escalations
- has the ability to spot inconsistencies and investigative nature
- exercises strong decision making and problem-solving skills
- showcases endless patience and contagious positive energy

**Responsibilities**:

- Resolving the most complex and high-friction order-related issues for our community, including shipping issues, problems with high-value items, and other edge cases
- Balancing customer satisfaction as the primary consideration, with secondary considerations of process efficiencies and margins
- Evaluating lost package claims due to user mistakes, shipping carrier error, and/or insurance fraud
- Submitting shipping carrier package insurance forms and tracking respective incoming payments
- Evolving processes and internal policies to more quickly resolve transactions
- Working cross-functionally to identify, prevent and fight fraudulent behaviors

***

**6-Month Accomplishments**:

- Familiar with Poshmark policies, processes, and procedures
- Build knowledge of US Postal Service
- Familiar with all Poshmark internal tools
- Close at least 70 cases a day
- Understand most types of Escalations case handling with minor assistance

**12+ Month Accomplishments**:

- Complete and exceed all 6-month responsibilities
- Independently handle general support cases with ease
- Take on additional responsibilities in order to support operations
- Ability to provide input to improve and streamline processes

***

**Requirements**:

- Bachelor's degree
- At least one year of customer service experience preferred
- Great attention to detail and highly organized
- Analytical and business-oriented mindset
- Passionate about community and customer service
- Strong work ethic
- Excellent verbal and written communication skills
- Endless patience and contagious positive energy
- Collaborative personality

**About Us**

**Why Poshmark?**

At Poshmark, we're constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We're disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We're nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.

We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We're invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever. We will set you up with comprehensive global and in-country benefits to support you and your family needs.

Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

View Poshmark's Job Applicant Privacy Policy here.