Live Chat Support Associate (1-3 years)

Poshmark
Chennai
Workplace: OnsiteFull timeFunction: Product ManagementExperience: 1-3 yearsEducation: bachelorsSkills: ["Empathy","Problem-solving","Patience","Written communication","Composure"]

Provide front-line support to Poshmark’s community across email, messenger/social, and a new live chat channel. Triage and resolve time-sensitive questions about orders, accounts, shipping, and payments; educate users with product guidance, troubleshoot issues, and gather feedback. As live chat scales, handle real-time conversations with fast, empathetic written responses, using escalation frameworks and internal tools while improving concurrency, quality, and speed.

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FursaFursa
Poshmark
Poshmark
1 week ago

Live Chat Support Associate (1-3 years)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Provide front-line support to Poshmark’s community across email, messenger/social, and a new live chat channel. Triage and resolve time-sensitive questions about orders, accounts, shipping, and payments; educate users with product guidance, troubleshoot issues, and gather feedback. As live chat scales, handle real-time conversations with fast, empathetic written responses, using escalation frameworks and internal tools while improving concurrency, quality, and speed.
Location: Chennai
Workplace: Onsite
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Engage with users via email, messenger, and/or social support; respond timely, friendly, and professionally while demonstrating empathy in resolutions.
  • •Research, troubleshoot, and recommend solutions for open orders and account-related issues, and gather community feedback.
  • •Handle live chat conversations promptly and accurately, understanding intent and setting expectations during research or hold time.
  • •Apply an escalation framework during chat: resolve directly, warm-hand-off to specialized teams, or log offline cases while keeping customers informed.
  • •Navigate chat platform, knowledge base, order/CRM history, and internal case tools efficiently, progressing through concurrency targets as quality and speed improve.

Key Requirements

  • •Bachelor's degree in any discipline.
  • •1–3 years of total experience, including 6–12 months in customer service (prior live chat experience is a plus).
  • •Exceptional written communication skills with a clear, grammatically clean, warm tone under time pressure.
  • •Sound judgment to triage issues—resolve directly, hand off, or log as a case—while staying calm and solution-focused.
  • •Comfortable working across multiple tools (chat platform, CRM/order system, knowledge base) and flexible availability for shift rotations and on-site training.
Experience:1-3 years
Education:Bachelor's
Skills:EmpathyProblem-solvingPatienceWritten communicationComposure
Tech Stack:Salesforce Service Cloud

Company Brief

Poshmark
Operates a social commerce marketplace for new and secondhand fashion, home goods, and beauty products. The platform lets users buy, sell, and share listings through a community-driven shopping experience.
Industry: Online Marketplaces
Company Size: Large (251 to 1,000 employees)
Revenue: USD 250M to 500M
Growth: Established Company
Funding: IPO / Publicly Listed
Headquarters: Redwood City, United States
Founded: 2011
WebsiteLinkedIn