Manager Email Support

Confidence can sometimes hold us back from applying for a job. Here's a secret: there's no such thing as a "perfect" candidate. Poshmark is looking for exceptional people who want to make a positive impact through their work and help create an organization where everyone can thrive. So whatever background you bring with you, please apply if this role would make you excited to come to work every day.
Job Description
*About the Role*
As the Community Manager, you will be responsible for owning the end-to-end email-based support experience for our community of users, driving high customer satisfaction, maintaining service levels, and shaping the support roadmap. With your 7+ years of experience, you will both manage day-to-day operations and lead strategic initiatives to continuously elevate the customer experience and community engagement via email. You will serve as the voice of the community internally—communicating trends, identifying improvement opportunities, and partnering cross-functionally.

You Are Someone Who

• Believes empathy is foundational to outstanding customer support.
• Demonstrates strong problem-solving and investigative skills.
• Maintains contagious positive energy, even under high volume or complex cases.
• Possesses excellent written English communication, with the ability to craft clear and professional responses.
• Thrives working independently and in a highly collaborative, cross-geography environment.
• Has undergone 7+ years in customer support/community-support roles (preferably email-based, servicing US / international customers) and is now ready to step into a leadership/managerial role in that space.
• Has a keen interest in community dynamics, user feedback, and service excellence.

*Key Responsibilities
Operational & Support Delivery*

• Own the email support queue: ensure timely, accurate, empathetic responses to high-volume, time-sensitive inquiries (orders, accounts, payments, product education).
• Monitor key performance indicators (KPIs) such as First Response Time, Resolution Rate, Customer Effort Score (CES), customer satisfaction (CSAT), queue volume and backlog.
• Investigate, troubleshoot, escalate and resolve complex issues with minimal supervision.
• Develop own case handling ability: transition from Tier 1 (basic) to Tier 2/3 (complex, escalated) cases.
• Ensure support interactions adhere to company policy, brand tone, and terms of service.

*Strategic & Leadership*

• Analyse community email trends, surface insights and feedback from users, and propose process improvements, policy updates and product fixes.
• Partner with product, operations, marketing and other teams to feed user voice into broader initiatives.
• Create, maintain and optimise support documentation, email templates, knowledge-base articles and workflows.
• Mentor, guide and support more junior team-members (Community Associates, Senior Community Associates) in best practices, case handling, tone, KPIs.
• Contribute to shift/schedule planning, queue strategy and resource forecasting.
• Lead or participate in cross-functional projects (process automation, new tool adoption, community engagement programs) that improve support efficiency or user retention.

*Culture & Community Engagement*

• Serve as a champion for the user-community by proactively gathering feedback, building relationships with power-users, and closing the feedback loop.
• Drive a culture of continuous improvement, positive attitude and team-oriented mindset.
• Maintain a flexible approach to working hours, including holidays and occasional overtime, as required for global support coverage.

Requirements

• 7+ years of working experience in customer support / community email support roles—preferably servicing US/Western customers, e-commerce or high-volume digital consumer platforms.
• Minimum 2+ years of experience leading or mentoring peers, contributing to team metrics and improvement initiatives.
• Proven experience using email support tools / CRM platforms (e.g., Salesforce Service Cloud, Zendesk, Freshdesk) and productivity tools (G-Suite / Slack / Zoom).
• Excellent written and verbal English communication skills, strong attention to detail.
• Strong computer skills including navigation, typing speed, remote collaboration tools.
• Demonstrated ability to handle escalated cases and complex workflows independently.
• Self-motivated, transparent communicator, comfortable coordinating with global (US) headquarters and local India managers.
• Highly empathic, patient, positive attitude; comfortable dealing with difficult or frustrated customers; thrives on turning negatives into positives.
• Competitive by nature and enjoys working in a team-oriented environment, believing that helping users is key to business growth

*Performance Milestones
6-Month Accomplishments*

• Build strong working knowledge of workflows, tools, and escalation protocols.
• Manage daily queue performance and achieve 90%+ adherence to response and resolution SLAs.
• Consistently meet or exceed team KPIs (Response Time, CES, CSAT).
• Independently handle escalated Tier 2/3 cases with minimal supervision.
• Coach junior associates on communication standards and process adherence.
• Identify at least one recurring community pain point and propose an actionable process improvement.

*12-Month Accomplishments*

• Fully own the email support function, overseeing daily queue strategy, staffing alignment, and performance.
• Achieve sustained improvement in key metrics (CSAT, CES, Resolution Rate).
• Act as Subject Matter Expert (SME) for email support processes, training new team members.
• Lead at least one cross-functional or automation initiative that improves response efficiency or community satisfaction.
• Mentor associates and senior associates, fostering measurable growth in performance and engagement.
• Represent the support team in strategic forums and feedback sessions with Product/Operations.
• Maintain 85%+ goal achievement across both individual and team KPIs.

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

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