Customer Service Knowledge Coordinator

Description:

Global-e (Nasdaq: GLBE) is a leading platform that enables and accelerates global e-commerce for brands and retailers. As a truly global company, we partner with some of the world’s most recognized brands to provide a seamless end-to-end solution for international online sales, including localization, payments, logistics, and compliance. Our technology-driven approach helps businesses expand into new markets and deliver a smooth, localized shopping experience to customers worldwide.

The Customer Service Knowledge Coordinator supports the development and optimization of customer service automation and knowledge management processes. 

Working under the Customer Service Knowledge Manager, this role focuses on improving self-service capabilities, reporting, maintaining the knowledge base, and supporting the implementation of automations and AI-driven solutions that enhance the efficiency of the Customer Service organization. 

Responsibilities:

• Support the implementation and maintenance of customer service automations using tools such as Zendesk triggers, macros, workflows, and AI solutions. 
• Work with technical teams and the Knowledge Manager to help configure and optimize automation flows. 
• Assist in testing and validating new automation and AI features before deployment. 
• Maintain and update the Customer Service knowledge base to ensure content remains accurate, structured, and easy to use. 
• Assist in identifying knowledge gaps and documenting new processes or solutions. 
• Work closely with Customer Service teams to understand operational needs and improve documentation and automation coverage. 

• 2+ years of experience in Customer Support, Customer Operations, Knowledge Management, or a similar role. 
• Experience working with customer service platforms such as Zendesk, Salesforce, Intercom, or similar systems. 
• Familiarity with automation tools such as triggers, macros, workflows, or AI-based support solutions. 
• Experience writing or maintaining knowledge base content, documentation, or internal procedures. 
• Strong written communication skills and attention to detail. 
• Fluency in English required; additional languages a plus. 
• Strong organizational and documentation skills 
• Analytical mindset with the ability to identify operational improvement opportunities 
• Basic technical understanding of automation tools and support systems