Associate Training Specialist (Customer Support)

Confidence can sometimes hold us back from applying for a job. Here’s a secret: there's no such thing as a "perfect" candidate. Poshmark is looking for exceptional people who want to make a positive impact through their work and help create an organization where everyone can thrive. So whatever background you bring with you, please apply if this role would make you excited to come to work every day.

Job Description:

As an Associate Training Specialist on our Community team, you will be responsible for assisting with managing, coordinating, and facilitating our onboarding and tier-wise training programs for Poshmark’s Frontline Support and Disputes teams. You will work closely with the Training Manager and existing trainers on content development and planning/executing training agendas for both new hires and existing team members. Our ideal candidate is interested in assisting new and existing team members and wants to develop their training and mentorship skills. This role will equally focus on content development and facilitation.

Responsibilities:

• Become a subject matter expert in all Frontline queues, omni-channel support queues and maintain knowledge over time

• Suggest process improvements and share content feedback based on your observations

• Create training plans/calendars and communicate training expectations to trainees

• Facilitate training workshops and activities for different queues

• Acclimate new hires to the business and conduct orientation sessions

• To conduct new hires training in-office 5 days/week to provide quality training

• Facilitate training/workshops for tier bump training

• Fill out learner report cards post-facilitation and communicate with managers/leads regarding training progress, outcomes, and individual performance of trainees

• Communicate consistently with the Training Manager to keep them updated on the progress of training batches and make them aware of any roadblocks

• Make recommendations on future training improvements based on feedback and observations made during training sessions

• Identify training needs by evaluating the strengths and weaknesses of existing programs, as well as the team as a whole

• Create and develop training material, retention exercises, and learning activities as needed

• Collaborate with the entire training team to develop innovative methods to train associates 

• Periodically evaluate training materials/programs to ensure they reflect any business or process changes

• Assist with responding to users on the queues for ~8 hours per week and potentially more during downtimes with facilitation

• To learn and understand content creation and fundamentals of learning and development concepts

• Assist with content development with guidance and direction

Requirements:

•  1-2 years of experience in customer support, customer service, training, education, operations, or similar roles is preferred.

• Experience facilitating training sessions, coaching individuals, or creating instructional content is a plus.

• Exposure to support environments, dispute operations, or customer experience workflows.

• Familiarity with LMS tools, knowledge bases, or other learning platforms.

• Customer service mentality

• Willingness and ability to quickly learn and understand various team processes, including but not limited to support, disputes, and flex solutions

• Excellent work ethic and time management skills

• Takes pride in the consistency of their work

• Strong organizational skills

• Is a critical thinker with a high attention to detail 

• Can communicate and collaborate with colleagues of varying levels

• Has strong communication skills, both written and verbal

• Has the ability to engage others and comfortably present complex information to a variety of audiences

• Ability to identify knowledge gaps, assess training effectiveness, and make adjustments as needed.

• Ability and willingness to learn new systems or platforms quickly.
  Is flexible and able to adapt quickly to changes and shifting priorities

• Has a desire to mentor, coach, and help develop others 

Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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