Director of Merchant Support

Global-e (Nasdaq: GLBE) is the world’s leading platform to enable and accelerate global, direct-to-consumer cross-border e-commerce growth. We make selling internationally as simple as selling domestically for hundreds of retailers and brands worldwide. 

We’re looking for a passionate strategic thinker with experience in eCommerce to work alongside the Head of CS on our B2B business relations, to ensure the department delivers excellent service for Global-e’s rapidly growing number of online retail partners around the world. 

This role offers an exciting opportunity for a dynamic leader to shape the future of expansion of the ecommerce merchant support department. 

If you’re ready to inspire, innovate, and make a global impact, we’d love to hear from you! 

Responsibilities: 

• Provide visionary leadership to the B2B Customer Support Teams based around the world (US, EMEA, APAC) 
• Unite and align all remote team strategies / goals / procedures / workflows 
• Track and monitor team’s productivity and KPI’s 
• Evaluate industry trends, performance metrics, and internal capabilities to inform and direct high-level decision-making. 
• Lead high-level dynamic discussions on Merchant Support requirements / solutions with senior eCommerce counterparts from our retail partners 
• Lead the new merchant's onboard process 
• Collaborate with internal teams to ensure we continue to develop robust internal procedures. 
• Establish effective strategies to improve service / productivity 
• Set short and long-term objectives, define customer metrics, and monitor overall performance