Customer Service Ops Expert

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.

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

Responsibilities:

• Provide strategic leadership to Global-e’s customer service logistic operations across the US, EMEA, and APAC.
• Align with global teams around shared goals, procedures, and workflows, fostering operational consistency and excellence.
• Track, analyze, and optimize CS Ops performance using KPIs and productivity metrics.
• Lead high-level discussions with senior stakeholders in Global -e to define needs and deliver effective solutions.
• Oversee the logistic operations in all CS teams and be an escalation focal point.
• 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 new workflows and automations to improve service levels and operational efficiency.

• 3+ years of experience in logistics operations within eCommerce, retail, export or tech environments., or working in carriers’ roles 
• 2+ years of experience in a leadership position, preferably in a multi-regional or global setting.
• Proven track record of leading and scaling high-performing customer service and logistic teams.
• Deep understanding of customer service and logistics best practices, SLAs, and KPIs
• 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.
• Excellent verbal and written communication skills in English; ability to communicate clearly with both technical and non-technical stakeholders.
• Demonstrated ability to resolve escalated customer issues with professionalism.
• Experience collaborating with cross-functional teams (CSM, CS, Tech, PM) to improve service delivery.
• Fluency in English required; additional languages a plus.