Live Chat Support Associate (1-3 years)

The role

You will provide front-line support to the community via email, messenger, social channels, and live chat. You will triage and resolve inquiries regarding orders, accounts, shipping, and payments.

What you will do

• Engage with Poshmark users via email, messenger, and/or social support
• Respond to users in a timely, friendly, and professional manner
• Research, troubleshoot, and recommend solutions for open orders and account-related issues
• Gather feedback and suggestions from the community
• Respond to live chat conversations promptly and accurately
• Apply the escalation framework to each conversation
• De-escalate frustrated customers using active listening and ownership language
• Navigate the chat platform, knowledge base, order/CRM history, and internal case tools
• Use approved macros and response templates
• Help with other projects and administrative work as needed

Required qualifications

• Bachelor's degree in any discipline
• 1–3 years of total experience, including 6–12 months in customer service
• Exceptional written communication skills
• Strong computer and typing skills
• Typing speed of at least 40 WPM at 95%+ accuracy
• Sound judgment for triaging issues
• Composure under pressure
• Comfortable working across multiple tools at once
• Flexible availability, open to shift rotations, including IST evening/morning hours
• Willingness to work on-site during training / live chat rollout phase

Nice to have

• Prior live chat experience
• Live chat experience in e-commerce or marketplace platforms
• Hands-on experience with Salesforce Service Cloud or a comparable chat/CRM platform
• Recent experience already handling 2–3+ concurrent chats in a previous role
• Experience with dispute resolution, trust & safety, or fraud-related support scenarios
• 50+ WPM preferred once handling concurrent chats

About the company

Poshmark is a fashion marketplace with a community of 165 million members. It is a social experience for buying and selling fashion.