Lead Email Support - Night Shift

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

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

Overnight: Sun-Thurs/Fri-Tues/Tues-Sat 9:30pm/11:30 pm
Aus shift: Fri-Tues 3:30 am

Preferred Internal Requirements:

Poshmark employee who are Senior Associate I or Senior Associate II

Proven track record of consistent performance and excellence for at least 1.5 years

Community Team member preferred

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