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Community Team Lead, Core Support(Email)

3.00 to 7.00 Years   Chennai   03 Feb, 2021
Poshmark
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryMedia / Dotcom / Entertainment
Functional AreaTesting,Sales / BD
EmploymentTypeFull-time

Job Description

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.As a Team Lead on Core Support, you are responsible for providing front line customer support to our growing Community as needed. You will be responsible for providing guidance and constructive feedback to direct reports, contribute towards the teams goals, take care of forecasts and communicate daily goals to the entire department. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience.The ideal Team Lead, Core Support.

  • Understands empathy is the key to helping others
  • Exhibits emotional intelligence
  • Showcases endless patience and contagious positive energy
  • Leads the team by example
Responsibilities
  • Engage with Poshmark users via email support as needed
  • Provide guidance and constructive feedback to direct reports
  • Contribute to supporting team morale on a daily basis
  • Calculate and forecast department goals and understand key metrics
  • Communicate daily goals to the entire department
  • Identify process and product improvements
  • Develop leadership skills through emotional intelligence
  • Help associates prioritize their workflow to improve response times
  • Learn how to coach others to strive for consistent metrics
  • Identify areas of improvement for direct reports, such as low CSAT and repetitive case reviews
  • Be able to communicate feedback and guidance for performance through performance reviews
6-Month Accomplishments
  • Independently handle Core support queue and escalated cases with efficiency and accuracy
  • Develop mentorship skills
  • Understands key business metrics and is able to effectively communicate goals to the team
12+ Month Accomplishments:
  • Able to monitor individual performance
  • Independently identify areas of improvements for associates and share guidance
  • Deliver performance reviews to direct reports
Requirements
  • Bachelor s degree or equivalent experience; new college graduates are encouraged to apply
  • 3+ years of experience in customer service role and 1+ as team lead handling a team of 3-5 people
  • 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
  • Strong computer and typing skills
  • Exceptional written communication skills with keen attention to detail
This role will be an in-office role from Chennai, India. Candidates must be able to work a Sunday - Thursday 7:30am-4:00pm schedule.Why Poshmark Poshmark is a leading social marketplace for new and secondhand style for women, men, kids, home, and more. By combining the human connection of physical shopping with the scale, ease, and selection benefits of ecommerce, Poshmark makes buying and selling simple, social, and fun. Its community of more than 70 million registered users across the U.S. and Canada is driving the future of commerce while promoting more sustainable consumption. For more information, please visit www.poshmark.com , and for company news and announcements, please visit investors.poshmark.com . You can also find Poshmark on Instagram , Facebook , Twitter , Pinterest, and YouTube .About Us:At Poshmark, we re constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We re disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We re nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.We built Poshmark around four core values:1) Focus On People to create empowered communities that drive success;2) Together We Grow to support each other to strive for our dreams;3) Lead With Love to foster genuine connections built upon a foundation of respect; and4) Embrace Your Weirdness to accept and empower one another on their own unique journey.We re invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever.Here s what we ll set you up with:
  • A team that is invested in your career growth and development
  • Competitive salary
  • Company sponsored insurance
  • Smartphone reimbursement
  • Work alongside world-class talent
  • Flexible vacation / paid time off policy
  • Parental leave
  • Healthy and exciting catered lunches, snacks and beverages offered daily
  • Personal style encouraged (or not, whatever you re in to)
  • Fun company happy hours, parties, and offsite events
Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.,

Keyskills :
customer servicecommunication skillsleadership skillsperformance reviewscustomer satisfactionsocial shoppingwritten communicationphotographic memorycustomer support

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