Lead Email Support - Night Shift

• successfully coaches, develops, and motivates associates

• understand performance metrics

• consistently contributes and delivers impactful work to entire department

Preferred Internal Requirements:

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  Poshmark employee who are Senior Associate I or Senior Associate II

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  Proven track record of consistent performance and excellence for at least 1.5 years

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  Community Team member preferred

• Independently manage daily queue strategy to maintain SLAs

• Demonstrated consistency in meeting performance expectations across key KPIs

• Acts as a trusted resource and leader by mentoring associates, offering performance coaching, and driving measurable growth through feedback and support

• Able to identify workflow gaps and suggest improvements to workflow to enhance the customer experience

• Actively engages with users across queues and channels, confidently managing complex escalations and contributing to high-touch support needs with minimal guidance

• Participates in and supported cross-functional projects and team-wide initiatives, including new process rollouts, documentation updates, and morale-boosting activities

• Fosters a positive and collaborative team environment by maintaining open communication, recognizing achievements, and encouraging engagement

• Builds strong relationships with the leadership team, representing the team in meetings and offering insights to improve user experience
  

• Consistently prioritizes and completes tasks efficiently with minimal supervision

• Has a strong understanding of departmental SLAs, consistently meeting or exceeding targets both individually and as a team

• Leads initiatives that enhance workflow efficiency and uphold team SLA performance with minimal guidance

• Acts as a subject matter expert (SME), supporting peers and guiding associates at all levels

• Coach and mentor team members independently, leading to notable growth in performance

• Fosters a culture of continuous learning, engagement, and team morale by example, especially in times of change

• Collaborates with various teams to streamline processes and improve customer experience

• Creates actionable reports and shared key queue trends, data insights, and updates to inform team and management strategies

• Facilitates team meetings and coaching sessions with minimal guidance

• Holds self and team accountable for performance, achieving at least 85% of assigned goals