Poshmark is hiring a

Product Knowledge Specialist, Content Writer

Redwood City, United States

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion. 

The Product Knowledge Specialist, Content Writer will be a crucial team member on the Community Operations team working between the Community team and other departments to ensure that product-related information is translated and relayed to our Community with one unified, clear voice through various channels of written content. As a part of the Community Operations team, they will be responsible for assisting the Community team with the upkeep of existing written content, as well as focusing on producing content that improves the user understanding of Poshmark’s product and processes. They will also assist with the development of written content on Poshmark’s Support Center, writing and editing macros, and international expansion. 


The ideal Product Knowledge Specialist, Content Writer…

  • Is passionate about writing and editing content 
  • Prides themselves on being an exceptional wordsmith
  • Is able to present complex information to a variety of audiences
  • Enjoys collaborating with a team
  • Is flexible and adaptable to change
  • Finds it rewarding to solve problems
  • Has excellent comprehension
  • Is organized and self-motivated 
  • Promotes advocacy for the Poshmark community and believes in their wants and needs

Responsibilities:

  • Assist in writing and editing Support Center content including routine editing and upkeep 
  • Edit customer support macros in relation to changes to existing features and upcoming feature releases
  • Produce support content style guides
  • Assist with editing content of product-related automated emails
  • Assist with the writing, editing, and launch of Support Center and macro content for international expansion
  • Be the expert voice on product knowledge for the Community team 
  • Work collaboratively within the Community Product Knowledge team to understand roadmap and project prioritization
  • Leverage customer feedback to improve macros and Support Center articles

6-Month Accomplishments: 

  • Gain an understanding of all aspects of the customer service experience and related internal processes
  • Become a Poshmark product knowledge expert
  • Take ownership of Support Center and macro edit requests
  • Assist with the writing, editing, and execution of content for international expansion

12+ Month Accomplishments:

  • Continue expanding upon 6 month accomplishments
  • Develop content style guides for macros and Support Center
  • Identify areas of improvement for macros and Support Center content
  • Work with Community Managers to overhaul macros and develop a unified tone in writing while also focusing on improving CSAT 
  • Ensure that the quality of content edit requests and new Community Support content adheres to content style guides 
  • Begin to proactively identify and surface areas of opportunity
  • Establish relationships with the Community Operations team, Community managers, and cross-functional teams

Requirements:

  • BS/BA or equivalent combination of education and experience
  • 2+ years of writing experience, preferably in a UX or technical CS-related role 
  • Sharp attention to detail
  • Track record of strong communication skills
  • Prefers working in a collaborative environment
  • Experience communicating to a variety of audiences and stakeholders
  • Excellent comprehension and organizational skills 
  • Proficient in Google Suite
  • Highly motivated and innovative
  • Preferred: knowledge of HTML basics
  • Nice-to-have: Google Analytics experience, Project Management Software experience (i.e. Asana, Excel Project Planner), Experience with using a CRM software (i.e. Zendesk, Salesforce)

Why Poshmark?

Poshmark is a leading social commerce platform for the next generation of retailers and shoppers. Through technology, our mission is to build the world’s most connected shopping experience, while empowering people to build thriving retail businesses. Since launching in 2011, Poshmark has become a vibrant social shopping community with seven million Seller Stylists helping 60 million users discover items they love from over 100 million listings. The company is backed by the world’s leading investment firms including Mayfield, Menlo Ventures, GGV Capital, Temasek, Inventus Capital, Uncork Capital, Union Grove Venture Partners, Shea Ventures and AngelList. For more information, please visit www.poshmark.com, or find us on Instagram, Facebook, Twitter, Pinterest and YouTube

About Us:

At Poshmark, we’re constantly challenging the status quo and are looking for innovative and passionate people to help shape the future of Poshmark. We’re disrupting the industry by combining social connections with e-commerce through data-driven solutions and the latest technology to optimize our platform. We’re nothing without our amazing team who deliver an unparalleled social shopping experience to the millions of people we connect each day.

We built Poshmark around four core values: 1) focus on people to create empowered communities that drive success; 2) together we grow to support each other to strive for our dreams; 3) lead with love to foster genuine connections built upon a foundation of respect; and 4) embrace your weirdness to accept and empower one another on their own unique journey. We’re invested in our team and community, working together to build an entirely new way to shop. That way, when we win, we all win together. Come help us build the most connected shopping experience ever.

Here’s what we’ll set you up with:

  • A team that is invested in your career growth and training
  • Competitive salary and equity, based on experience
  • Company sponsors up to 100% cost for your health, dental and vision plans and up to 90% for your dependents
  • Smartphone reimbursement
  • Work alongside world-class talent
  • Flexible vacation / paid time off policy
  • Parental leave
  • Healthy and exciting catered  lunches, snacks and beverages offered daily
  • Personal style encouraged (or not, whatever you’re in to)
  • Fun company happy hours, parties, and offsite events

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

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