Junior Email Support Executive at Poshmark Chennai | Freshers

About Poshmark

Poshmark is a fashion marketplace where discovery, self-expression, and human connection shape the shopping experience. With a community of more than 165 million members, the platform enables people to buy and sell fashion through a social and engaging environment.

The marketplace makes buying and selling fashion simple and personal while helping items stay in circulation longer. Sellers can build meaningful businesses, and shoppers can discover trusted finds ranging from everyday styles to vintage and luxury pieces.

Role Overview

As a Community Associate, Email Support, you will provide front-line assistance to Poshmark users through email. The role focuses on handling high volumes of time-sensitive inquiries related to orders, accounts, and general platform support while ensuring a positive user experience.

You will investigate issues, provide clear responses, and guide users with product and platform information. Maintaining high customer satisfaction and supporting a seamless community experience are key responsibilities.

Responsibilities

• Assist Poshmark users through email-based customer support.
• Respond to inquiries in a timely, friendly, and professional manner.
• Demonstrate empathy while resolving community issues quickly and thoughtfully.
• Research, troubleshoot, and recommend solutions for order or account-related concerns.
• Collect feedback and suggestions from users to help improve the platform experience.
• Work toward meeting and exceeding goals such as volume handled, first response time, resolution rate, and Customer Effort Score (CES).
• Remain flexible to work on holidays and provide additional support when required.

Requirements

• 0 to 2 years of experience in customer service or community support, preferably in an e-commerce environment. Fresh graduates are encouraged to apply.
• Experience with email-based support tools such as Salesforce and working with US-based customers is preferred.
• Strong MacBook navigation and typing abilities.
• Excellent written and verbal English communication with strong attention to detail.
• Willingness to work on holidays and support weekend operations when required.
• Ability to investigate issues, solve problems, and work both independently and within a team.
• Comfort collaborating with managers and peers from the US headquarters using communication tools.
• Positive attitude, patience, and a customer-first mindset when supporting the community.

Growth and Milestones

First 3 Months

• Complete onboarding and training programs.
• Demonstrate strong MacBook navigation and typing skills.
• Become familiar with Salesforce Service Cloud and G Suite tools.
• Collaborate with India-based and US-based managers through Slack and Zoom.
• Independently manage Tier 1 cases related to accounts, orders, payments, and general queries.

6 Months

• Handle Tier 1 scenarios efficiently and accurately.
• Work on escalated cases with guidance from managers.
• Provide resolutions aligned with company policies and guidelines.
• Consistently achieve daily case handling targets.

12 Months and Beyond

• Handle escalated cases more independently with manager oversight.
• Begin mentoring new team members and supporting peers.
• Contribute to team initiatives and ongoing improvements.