{"id":2470059,"url":"https://alion.io/job/poshmark-lead-email-support-night-shift","title":"Lead Email Support - Night Shift","company":{"id":5858,"name":"Poshmark","domain":"poshmark.com","url":"https://alion.io/company/poshmark","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":94,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":true}],"status":"live","first_seen_at":"2026-10-13T16:07:42Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T19:35:11Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About Poshmark\nPoshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience shaped by shared discovery. Buying and selling fashion feels simple, joyful, and personal, while every item tells its own story. Poshmark empowers sellers to grow meaningful businesses, keeps fashion in circulation longer, and gives shoppers access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury.\nPoshmark is looking to hire a Lead Associate who will be part of our community and customer service team. We’re looking for someone with a passion for helping and coaching others who can fully integrate into the Poshmark team in order to support our associates’ wants and needs. You will be responsible for maintaining a positive work environment by motivating individuals to perform at their highest level through rapid growth. This is a great opportunity for someone interested in developing leadership skills!\nThe ideal Lead Associate…\nsuccessfully coaches, develops, and motivates associates\n\nunderstand performance metrics\n\nconsistently contributes and delivers impactful work to entire department\n\nResponsibilities:\nEngage with Poshmark users via email support\n\nMaintain high individual performance metrics (e.g., CES scores, SLAs, case reviews) while supporting team goals\n\nProvide daily coaching, guidance, and mentorship to associates, supporting their growth and development\n\nLead by example through high queue contribution and performance (85%+ KPI achievement or top percentile\n\nSuggest improvements to workflows based on trends and customer feedback\n\nDeliver performance coaching to individuals through feedback\n\nPartner with management to share insights and improve support experiences\n\nRepresent team interests in broader initiatives and collaborate on process/policy updates\n\nPrioritize tasks effectively while managing multiple responsibilities with strong attention to detail\n\nLearn how to monitor individual and team progress, delegate tasks confidently, and ensure timely completion\n\nFacilitate team meetings and lead discussions in the absence of managers\n\nMentor to the team, has extensive knowledge of product/community\n\nShow flexibility in working hours, including weekends and holidays\n\nEmbrace continuous improvement through proactive learning and feedback\n\nRequirements:\nBachelor’s degree or equivalent experience\n\nEnthusiastic about people and customer service\n\nEmbraces change in fast paced environment\n\nEndless patience and a positive attitude with the ability to turn a negative into a positive\n\nThrives off the success of a team\n\nBelieves that helping users is crucial to the growth and success of the company\n\nStrong computer and typing skills\n\nExceptional written communication skills with keen attention to detail\n\nBonus points if you have previous customer service experience working in e-commerce, Service Cloud preferred\n\nOvernight: Sun-Thurs/Fri-Tues/Tues-Sat 9:30pm/11:30 pm\nAus shift: Fri-Tues 3:30 am\nPreferred Internal Requirements:\nPoshmark employee who are Senior Associate I or Senior Associate II\n\nProven track record of consistent performance and excellence for at least 1.5 years\n\nCommunity Team member preferred\n\n6 Month Accomplishments\nIndependently manage daily queue strategy to maintain SLAs\n\nDemonstrated consistency in meeting performance expectations across key KPIs\n\nActs as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and support\n\nAble to identify workflow gaps and suggest improvements to workflow to enhance the customer experience\n\nActively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidance\n\nParticipates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activities\n\nFosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagement\n\nBuilds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience\n\n12 Month Accomplishments\nConsistently prioritizes and completes tasks efficiently with minimal supervision\n\nHas a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a team\n\nLeads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidance\n\nActs as a subject matter expert (SME), supporting peers and guiding associates at all levels\n\nCoach and mentor team members independently, leading to notable growth in performance\n\nFosters a culture of continuous learning, engagement, and team morale by example, especially in times of change\n\nCollaborates with various teams to streamline processes and improve customer experience\n\nCreates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategies\n\nFacilitates team meetings and coaching sessions with minimal guidance\n\nHolds self and team accountable for performance, achieving at least 85% of assigned goals","description_format":"text","description_chars":5415,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous 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