[Hiring] Community Associate, Disputes @Poshmark

Role Description

As a Community Associate, Disputes, you are responsible for providing front-line customer support to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmark’s high standards of customer satisfaction.

The ideal Community Associate:

• Understands empathy is the key to helping others
• Exercises strong problem-solving skills
• Showcases endless patience and contagious positive energy
• Has excellent written and verbal English communication skills
• Is self-motivated and thrives working independently

Responsibilities:

• Engage with Poshmark users regarding dispute cases via email support
• Investigate all aspects of an order and find resolutions for dispute cases filed by buyers
• Respond to users in a timely, friendly, and professional manner
• Execute decisions to fairly resolve disputes following Poshmark’s return policies
• Communicate with Poshmark users in a friendly, helpful, and patient manner via email
• Gather feedback and suggestions from the Community
• Strive to exceed Volume, First Response Time, Resolution Rate, and CES (Customer Effort Score) goals
• Flexibility to work on holidays and occasional overtime, as required

Requirements

• Should be based in Chennai or within Tamil Nadu State, India
• This role will be fully Remote, with 5 working days/week, 9 hrs/day
• 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce
• Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply
• Strong Macbook navigation and typing skills
• Excellent written and verbal English communication skills, with keen attention to detail
• Willing to work on holidays and provide support over weekends, as required
• Problem-solving mindset with the ability to work independently and as part of a team
• Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
• Enthusiastic about community, customer service, and spreading love and kindness
• Endless patience and a positive attitude with the ability to turn a negative into a positive
• Competitive by nature; thrives off the success of a team
• Believes that helping users is crucial to the growth and success of the company

6-Month Accomplishments

• Independently handle trained cases with efficiency and accuracy
• Provide resolutions based on guidelines and policies
• Meet daily case goals on a consistent basis

12+ Month Accomplishments

• Navigate assigned Tier cases with ease
• Absorbed tier knowledge without depending on resources
• Meeting and or exceeding all performance metrics