Live Chat Support Associate (1-3 years)

ABOUT POSHMARK

Poshmark 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.

ABOUT THE ROLE

Poshmark is the largest community marketplace for fashion, where anyone can buy, sell, and share their personal style. As a Community Associate, you provide front-line support to our growing community — today primarily over email, messenger, and social channels, and increasingly through live chat as we roll out this new real-time channel.

You'll triage and resolve time-sensitive inquiries about orders, accounts, shipping, and payments, and provide product education, all while maintaining a high bar for customer satisfaction. As live chat rolls out, you'll also take on real-time conversations: understanding intent and writing clearly under time pressure, making routing and escalation calls in the moment, and building up to handling multiple chats at once as you gain experience. The ideal Community Associate...

- Understands user issues with empathy

- Exercises strong problem-solving skills

- Is patient in understanding and responding to our users

- Is comfortable switching between async (email) and real-time (chat) modes of support as needed

WHAT YOU'LL DO

EMAIL & GENERAL SUPPORT

- Engage with Poshmark users via email, messenger, and/or social support

- Respond to users in a timely, friendly, and professional manner

- Demonstrate empathy through thoughtful and prompt resolutions for the community

- Research, troubleshoot, and recommend solutions for open orders and account-related issues

- Gather feedback and suggestions from the community

- Strive to exceed volume and CSAT (customer satisfaction) goals

- Help with other projects and administrative work as needed

LIVE CHAT (AS ROLLED OUT)

- Respond to live chat conversations promptly and accurately - helping users with orders, shipping, payments, listings, and account questions in real time

- Understand user intent and write clearly and concisely under time pressure; set expectations during research or hold time (e.g., “Give me one moment while I look into this”) so the customer is never left wondering what's happening

- Apply the escalation framework to each conversation: i) resolve directly, ii) warm-hand-off to a specialized team or iii) log an offline case — capturing the right details and keeping the customer informed

- De-escalate frustrated customers using active listening and ownership language, adapting your approach mid-conversation as needed