Director of Merchant Support

Global-e is the world’s leading platform enabling and accelerating global, direct-to-consumer cross-border e-commerce. We empower hundreds of retailers and brands to sell internationally as easily as they do domestically. 

As our business continues to grow rapidly, we’re looking for a passionate, strategic thinker with a strong background in eCommerce and customer service to lead our global customer services team. This is an exciting opportunity for a dynamic leader to shape the future of our customer service operations and drive world-class support for our international retail partners and merchants. 

If you’re ready to inspire, innovate, and make a global impact, this is your opportunity. 

Key Responsibilities 

• Provide strategic leadership to Global-e’s customer service teams across the US, EMEA, and APAC. 
• Align global teams around shared goals, procedures, and workflows, fostering operational consistency and excellence. 
• Track, analyze, and optimize team performance using KPIs and productivity metrics. 
• Lead high-level discussions with senior eCommerce stakeholders at partner retailers to define needs and deliver effective solutions. 
• Oversee the onboarding process for new merchants, ensuring a seamless and efficient transition. 
• Evaluate industry trends and internal data to inform decision-making and identify areas for continuous improvement. 
• Collaborate cross-functionally to streamline internal processes and enhance the customer experience. 
• Define and execute strategies to improve service levels and operational efficiency.