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Poshmark, a leading social fashion marketplace with over 165 million members, is hiring for the role of Live Chat Support Associate based in Chennai, Tamil Nadu, India.
This full-time role focuses on providing real-time and asynchronous customer support across email, messenger, and live chat for order, account, shipping, and payment inquiries.
Job Overview & Highlights
- Job Title: Live Chat Support Associate
- Company: Poshmark
- Department: Operations & Support / Scaled Support
- Location: Chennai, Tamil Nadu, India (Office / On-site during training and live chat rollout)
- Employment Type: Full-time
- Experience Required: 1–3 years total experience (with 6–12 months in customer service)
- Education: Bachelor’s degree in any discipline
Key Responsibilities
1. Email & General Support
- Manage user inquiries via email, messenger, and social channels with friendly, empathetic, and professional communication.
- Troubleshoot open orders, account issues, shipping delays, and payment queries while meeting daily volume and CSAT goals.
- Collect community feedback and assist with internal administrative projects.
2. Live Chat Support (Real-Time Channel)
- Handle real-time user inquiries under time pressure while managing customer expectations during hold times.
- Apply escalation frameworks: resolve directly, perform warm hand-offs to specialized teams, or log offline cases.
- Progress through a concurrency ramp: start with 1 chat during training, move to 2 chats upon graduation, and handle up to 3 concurrent chats during normal production (and more during peak sales events).
- Personalize macros and response templates to maintain an authentic, human tone.
Skill Requirements & Qualifications
- Education: Bachelor’s degree in any field.
- Experience: 1–3 years of overall work experience, including 6–12 months in customer service (Live chat experience is a plus).
- Typing & Computer Skills: Minimum 40 WPM typing speed at 95%+ accuracy (50+ WPM preferred for handling multiple chats).
- Tool Familiarity: Ability to navigate multiple tools concurrently (CRM/order system, chat platform, knowledge base).
- Soft Skills: Sound judgment, composure under pressure, active listening, and strong written English skills.
- Flexibility: Open to shift rotations (including IST evening/morning hours) and working on-site during initial phases.
Growth & Milestones
- 3–6 Months: Complete live chat certification, meet daily case goals, and handle 1–2 concurrent chats independently.
- 6–12 Months: Scale up to 3 concurrent chats, assist with process improvements, and provide mentorship to new hires.
