Director of Merchant Support

Description:

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. 

Requirements 

• 5+ years of experience in customer service, operations, or support roles within eCommerce, retail, or tech environments. 
• 2+ years of experience in a 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. 
• Fluency in English required, additional languages a plus. 

Global-e is an equal opportunity employer. Our team is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and welcome applications from people of all walks of life. 

Our people play the key role in our success, and we are always looking for more driven, talented, and ambitious individuals to join our growing international family.