Director of Merchant Support

Description:

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 

Requirements 

• 1-2 year's experience in Director role 
• 3-5 Years experience managing a similar eCommerce Customer Services / Operations department 
• Strong understanding of business processes, B2B relations, ecommerce and merchandising 
• Excellent communication and inter-personal skills 
• Background in eCommerce and Customer Services 

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.