Director of Customer Service

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 service 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 call center teams across the US, EMEA, Japan 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.
• Take part in high-level discussions with senior eCommerce stakeholders at partner retailers to define needs and deliver effective solutions.
• Oversee the onboarding process for new agents, ensuring efficient training.
• Evaluate industry trends and internal performance data to inform decisions and drive continuous efficiency improvements by enhancing existing automations and AI tools, and implementing new solutions where needed.
• Collaborate cross-functionally to streamline internal processes and enhance the customer experience.
• Define and execute strategies to improve service levels and operational efficiency.

Requirements:

• 5+ years of experience in customer service call centre, operations, or support roles within eCommerce, retail, or tech environments.
• 3 years of experience in a call center managerial or leadership position, preferably in a multi-regional or global setting.
• Proven track record of leading and scaling high-performing customer service teams.
• Deep understanding of customer service best practices, SLAs, and KPIs across channels (email, chat, phone).
• Experience with CRM and support platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk, or similar).
• Strong analytical skills: ability to interpret data, generate insights, and turn them into actionable improvements.
• Experience managing onboarding, training, and QA processes for support agents.
• Excellent verbal and written communication skills; ability to communicate clearly with both technical and non-technical stakeholders.
• Demonstrated ability to resolve escalated customer issues with empathy and professionalism.
• Experience collaborating with cross-functional teams (Product, Sales, Tech, Logistics) to improve service delivery.
• Experience with customer satisfaction metrics (e.g., CSAT, NPS, CES) and driving improvements.
• Experience working in a fast pace global environment - tech industry is a plus.
• Fluency in English required, additional languages a plus.