Customer Service Team Supervisor

Global-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets. 

Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC. 

Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work. 

What You’ll Do:

• Support the team in delivering high-quality written responses to both merchants and end customers, helping maintain consistency, tone, and quality across all interactions.
• Assist the Team Lead in monitoring performance targets and help motivate the team to meet them through day-to-day coaching and guidance.
• Serve as the first point of escalation for complex or sensitive issues, resolving what you can independently and escalating to the Team Lead when needed.
• Surface agent feedback, recurring issues, and improvement ideas to the Team Lead to help inform process improvements and a better customer experience.
• Assist with onboarding new agents and support the Team Lead in executing the team’s training and development plan at all stages of the agent journey.
• Track individual and team performance metrics and report findings to the Team Lead, helping to keep the team informed of goals and expectations.